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

Next steps

I’m due to gather further feedback from service users via an online survey to gauge their level of understanding, define the top tasks users need to carry out in the CMS and identify how users prefer to learn. I’ll then communicate all insight into an actionable service improvement report with recommendations.

Post-it notes at a Service Design workshop