CMS Training - user journey mapping

I designed and facilitated a service design workshop to define the current-state user journeys for Contensis Content Management System (CMS) training provided by the University of Nottingham to its community of web authors. 

During the workshop, I asked questions, challenged participants’ assumptions and encouraged collaboration and group discussions to define the:

• booking process
• training session itself
• what happens after training

Participants identified all end-to end interactions into a rational user journey, highlighted any pain points along the way and possible opportunities for improvement.