Journey mapping lab with U of T | A hands on SD skill building workshop

Journey Mapping for 101: A Hands-On Workshop with U of T

Discover a simple tool used by service designers, product teams, and process experts to fix broken experiences - whether those experiences belong to customers, employees, or your own team.

We’re partnering with the University of Toronto School of Continuing Studies to host a hands-on session where you’ll learn how to map a real journey from start to finish. No design background needed.

What to Expect
This isn’t a lecture. It’s a fully interactive, roll-up-your-sleeves session where you’ll work in small groups to map a real customer experience from end to end.

This workshop will help you:

• Break down any process (internal or external) into clear steps
• Identify where people get stuck, frustrated, or confused
• Understand the emotions, decisions, and expectations that shape experiences
• Spot opportunities to simplify, improve, or redesign
• Use journey mapping as a practical facilitation tool in your own work

Why This Session Is Special

You’ll work in small groups with guidance from Everton Lewis, UofT instructor and experienced global service design consultant. He’ll guide the session with practical examples and tools you can bring directly into your work.

Who This Is For
Perfect for anyone interested in improving customer experiences, internal workflows, team processes, or service operations.

No background needed - just curiosity, energy, and a willingness to collaborate.