A two-day journey management course in the UK that helped Tesco Mobile teams build journey maps, connect experiences and manage a portfolio of opportunities and pain points.
The context Tesco Mobile operates in the competitive UK telecommunications market, where the customer experience is shaped by a complex mix of digital tools, retail interactions, support channels and network operations. Many teams across the business were involved in delivering different parts of the service, but their work was often viewed through separate lenses. The goal was to help those teams understand the end to end experience as a connected system — and to give them practical tools to collaborate on improving it. What we did Gerry Scullion delivered a two day, in person journey management course for Tesco Mobile, focused on the practical skills needed to map, manage and improve the customer experience across a multi channel service. The course covered: 1. How to build journey maps. Participants learned how to create clear, useful journey maps that capture what customers think, feel and do at each stage — not just the visible touchpoints. 2. How to connect experiences together. The training showed how individual journeys fit into a wider service ecosystem, so teams could see where hand offs, gaps and duplication were happening. 3. How to manage a portfolio of opportunities a
Humana Design — service design and design research consultancy, Dublin, Ireland.