Journey Mapping Facilitation Skills Workshop

August 23, 2017

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Join our hands-on facilitation skills workshop!

Our favorite method for uncovering customer pain points and designing new experiences is a customer workshop. But facing a room full of your customers in a workshop setting can be intimidating. We can fix that! Join us for a day of in-depth facilitation training and learn our framework for planning and facilitating a research workshop with customers—specifically within the context of collaborative journey mapping.

Over the course of the day, we’ll walk you through typical journey mapping exercises and show you how to facilitate each one. You’ll learn best practices, try out facilitation techniques, and swap war stories with other facilitators-in-training. Plus, you’ll get to learn the secrets we’ve picked up throughout our experience with dozens of B2B and B2C customer workshops! By the end of the day, you’ll understand how facilitation skills can help you uncover rich insights about your customers’ needs and gain first-hand knowledge of how to employ those skills in your own customer research.


August 23, 2017: 9:00 – 5:00 & networking cocktails


Argonaut Hotel

495 Jefferson Street
San Francisco, CA 94109

Join Us

Early Bird by 06/30/2017
Regular Pricing

Register Now

In this workshop, we’ll explore…

  • Why workshops with actual customers are a key research activity.
  • How workshop facilitation can make or break your research efforts.
  • Tips & tricks to get customers to open up through brainstorming and storytelling.
  • Techniques to engage in active, participatory listening.
  • How to uncover and explore key customer wants & needs, even when customers struggle to voice them.
  • What to look for when selecting materials, choosing a venue, and recruiting customers.
  • Why, when it comes to workshop logistics, the devil is in the details.


You’ll walk away with…

  • A framework for facilitating a customer journey mapping workshop—that’s also applicable to any customer research setting.
  • A facilitation starter kit with templates, checklists, & a sample of our favorite workshop supplies.
  • Practice facilitating exercises commonly used in customer journey mapping workshops.
  • The confidence to plan and execute customer journey mapping research within your organization.
Introductions & Ice Breakers
Practice Module #1: ASK
Practice Module #2: ENGAGE
Practice Module #3: UNCOVER
Sweating The Small Stuff: Facilitation Logistics
Final Thoughts & Wrap-Up
Workshop Concludes—drinks to follow

Here’s a bit more about the Argonaut:
“With a name like the Argonaut, it’s impossible not to speak of this hotel in grand, almost legendary terms. Inspired by the Greek legend and Gold Rush-era adventurers, it’s one of those rare places in San Francisco that truly merits a term like iconic. Located in the historic Haslett Warehouse, the Argonaut’s home is a grand building built in 1907 of exposed brick, Douglas Fir beams and so much seaside character; you feel as though you can almost reach out and touch the colorful Barbary Coast past here.”

Argonaut Hotel
495 Jefferson Street
San Francisco, CA 94109

Kerry Bodine & Co. is a customer experience consultancy with a passion for human-centered design. Founded in 2014 by author and thought leader Kerry Bodine, we inspire business leaders and drive customer-centric business improvements. We believe that remarkable customer experiences can’t be outsourced—they must be built from within. This requires new ways of working and thinking. And that’s why we approach our engagements as coaches, not as traditional business consultants.

Our core values:

  • Curious: Our never-ending questions lead us to people, places, and ideas that inspire innovative customer experiences.
  • Daring: We dream big—and we act to make those dreams a reality. We seek out opportunities to overcome our fears.
  • Joyful: We encourage playfulness as a part of day-to-day business. We celebrate our successes together.
  • No bull: We’re approachable and down-to-earth. We’re not satisfied with anything but substantive and excellent work.


Learn more about our team here.