Journey Orchestration & UX

Course overview

Course Objective The Journey Orchestration & UX course focuses on the planning, management, and coordination of user-centered touchpoints along digital customer journeys. The emphasis is on connecting journey design, cross-channel delivery, and user-oriented design of digital interfaces. The course covers methodological foundations of journey orchestration, UX methods for requirement derivation, and implementation in processes and tools. The goal is to place the content within the field of digital product development and customer experience management. Content Introduction to Journey Orchestration: Clarification of terms, components of an end-to-end journey, definition of touchpoints, events, and states, differentiation from campaign management and UX design, roles and responsibilities in interdisciplinary teams. UX Fundamentals in the Context of Journeys: Requirement gathering from the user's perspective, personas and usage contexts, scenarios and use cases, information architecture, interaction patterns, and accessibility requirements. Mapping and Modeling: Creation of current-state and future-state journeys, service blueprints, event and state models, prioritization of moments that matter, derivation of hypotheses and backlog items. Orchestration Across Channels and Systems: Trigger logic, segments, rules and decision trees, content variants, timing and frequency control, integration with CRM, CDP, and automation platforms, data protection and consent management. Prototyping and Testing: Low to high-fidelity prototypes, experiment design, A/B and multivariate tests, qualitative and quantitative surveys, metrics for usage, satisfaction, and journey performance. Monitoring and Continuous Improvement: Instrumentation of touchpoints, event data and KPIs, evaluation, interpretation, and derivation of actions, documentation and governance of journeys. Learning Objectives - Analyze end-to-end customer journeys based on touchpoints, events, and states. - Identify user requirements using personas, scenarios, and usage contexts. - Create journey maps, service blueprints, and prioritization lists for moments that matter. - Design cross-channel orchestration rules including triggers, segments, and frequencies. - Conduct prototyping and testing procedures including A/B tests and qualitative surveys. - Implement monitoring setups to measure usage metrics and journey KPIs and integrate the results into backlogs. Career Prospects The course content is applicable in fields such as customer experience management with a focus on journey planning and touchpoint management. Typical areas of activity include UX design and research, particularly requirement analysis, prototyping, and usability testing along the journey. The course addresses content for activities such as marketing automation and CRM orchestration, including segmentation, trigger logic, and rule sets. It also covers tasks in product management related to prioritizing and implementing user-centered m…

Upcoming dates

• 2026-08-02T22:00:00.000Z · 2027-01-20T23:00:00.000Z · Leipzig · Combined Learning
• 2026-08-02T22:00:00.000Z · 2026-10-26T23:00:00.000Z · Leipzig · Combined Learning
• 2026-08-31T22:00:00.000Z · 2027-02-18T23:00:00.000Z · Leipzig · Combined Learning
• 2026-08-31T22:00:00.000Z · 2026-11-24T23:00:00.000Z · Leipzig · Combined Learning