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In our last post, we discussed why training should adopt Customer Journeys to better support learning & performance. If you haven’t read it, start there and come back to learn about how we map. If you are sold on why, you’re ready to learn how.
Journey mapping is complex, ongoing, and should start with the basics and develop over time into a robust program. The journey map compiles together the touchpoints that you’ll have with learners to support their knowledge acquisition journey.
There’s a few keys to effective mapping that we find helpful and generally recommend
Start with a map that applies to everyone within your population (ex: all employees)
Identify what knowledge should be delivered and in what format along the journey. Be multi-modal: what lives in a document, email, class, video or elearning module, would be effective at that point, and how do you communicate it.
What informs the journey: time or action? The answer is probably a mixture depending on the learning activity or objective, but will be unique to each journey.
Start small. Journey are complex and should evolve overtime. By starting small and with what you already have and work your way up through audiences, lifecycles and competencies.
Iterate. Journeys are dynamic and cannot be build overnight. Add progressive layers and test to optimize journeys you already have to meet the needs of your changing business.
Have you translated your programs into learning journeys? Do you have a method that worked well for you? Let us know in the comments.