Cohort 1

Chatbot Specialist

Nicola Sully

Product managers who drive strategy, development, and launch of products.

Executives and senior leaders who set strategy, lead teams, and drive organizational outcomes.

Designers who craft user experiences, interfaces, and visual design.

User researchers conducting interviews, usability studies, and customer research to inform product decisions.

Applying AI tools and techniques to professional workflows — assign alongside more specific AI topics.

Setting strategic direction, making high-stakes decisions, and translating vision into execution.

User experience design — information architecture, interaction design, usability, and end-to-end experience flows.

Conducting user interviews, surveys, and usability studies to understand customer needs and validate decisions.

Business analysts defining requirements and bridging business and technical teams.

Leading organizational AI adoption — change management, strategy, and building AI-ready teams.

Automating professional workflows with AI tools — productivity, operations, and task automation.

Most journey mapping courses stop at sticky notes and touchpoints. This workshop (Deep Dive Lab) goes further.


25-year UX and Service Design Leader

Microsoft

Nike

Intel

Capital One

Frank Spillers

Globally Recognized Design Leader

Journey Mapping- Deep Dive Lab

UX & Service Design leader

THE WORLD BANK GROUP

Goverment UK

Award-winning Design Leader with 25+ years (Nike, Microsoft, Gov UK, World Bank)

<h3>Why I enrolled</h3>
<p class="p2-tall">To deepen my understanding and skills so that I can create compelling journey maps for our customer service site which is a mixture of self-serve, AI assisted and human support options. I'd love to use journey mapping to help internal teams think about the end-to-end service experience holistically, so we avoid optimising channels and support options in isolation, and instead improve the full-service journey.</p>
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<h3>What I’ll apply</h3>
<p class="p2-tall">More advocacy for inclusivity!</p>
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Certificate

Learn more about this course