Beyond mapping
Operationalize Journeys
Drive impact
THE PROBLEM
Most journey management work never escapes the CX bubble.
Journey maps get made. They look great in presentations. Then nothing changes. The problem isn’t the methodology — it’s that practitioners lack the organisational know-how to make it stick.
HOW IT WORKS
Three weeks. Real work. Real results.
You work on your own organisation's challenges throughout, so what you build is immediately usable. You leave with a governance model and transformation roadmap. Not a certificate.
3 Workshop Days in Stockholm
Intensive in-person sessions where you learn frameworks, work on your own organisation's challenges, and get direct coaching from the mentors and the group.
Weekly Remote Coaching
Group coaching sessions between workshops to review progress, troubleshoot blockers, and maintain momentum between in-person days.
Miro Workspaces
and Templates
Ready-to-use Miro boards with all frameworks pre-built so you can start applying immediately, without spending time building from scratch.
Live Discussion
Board in Circle
Peer community active throughout the programme. Ask questions, share challenges, and get input from practitioners at other organisations.
THE CURRICULUM
Three modules. One complete capability.
Each module builds on the last, from technical foundation to operational design to organisational leadership.
1
MODULE 1 - WEEK 1
Journey Management Foundation
Learn the building blocks that make journey management work at scale. Not just how to map a journey, but how to build a system of journeys, insights, and metrics that connects to what your organisation actually needs.
Core elements • Journey hierarchy • CX metrics • Business KPIs • Journey Priorities
2
MODULE 2 - WEEK 2
From Mapping to Managing
Most organisations stop at mapping. This module is about what happens next. Turning journey maps into a living system that changes how your organisation makes decisions. You will design governance that actually works.
Roles & responsibilities • Journey management processes • End-to-end ownership
3
MODULE 3 - WEEK 3
Leading the Transformation
This module is the difference between journey management that works and initiatives that fade after the initial excitement. Built on what we have learned from organisations that got stuck, and those that broke through.
Connecting with strategic objectives • Building internal support • Change management • Scaling beyond initial pilot
WHO IS THIS FOR
Built for practitioners ready to operate at a strategic level.
CX professionals, service designers, product managers, and transformation leaders who want to move from project-based work to driving customer-centric change inside their organisation.
This programme is right for you if:
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You want to understand how journey management could benefit your organisation
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You are preparing to launch journey management and want to get it right from the start
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You have run initial pilots but struggle to scale across the organisation
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You want to position CX as a strategic business capability, not a support function
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You need to build the internal case for journey management investment
Attending with colleagues? Pairs or small groups from the same organisation get the most out of this programme. Shared context accelerates internal alignment and makes the final roadmap immediately actionable.
PRICING
Clear pricing, no hidden costs.
Everything included. Workshops, coaching, Miro workspaces, and community access throughout the programme.
INDIVIDUAL
SEK + VAT
23 000 SEK
For individual practitioners registering independently.
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3 in-person workshop days
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Weekly remote coaching
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Miro templates and workspaces
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Discussion board access
TEAM RATE (3+ from same org)
18 000 SEK
SEK + VAT (per person)
When 3 or more colleagues join from the same organisation. You will get further, faster together.
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Everything in Individual
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Shared organisational roadmap
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Aligned internal team from day one
Interested? Book a call to hear more about the program and hear how it could support you in your own initiative.
Esa Nettamo
YOUR INSTRUCTOR
As the founder of JourneyOps, I’ve trained hundreds of professionals in journey management, helping them move beyond mapping to real implementation. In this workshop, I’ll share practical frameworks and hands-on methods to help your team get started.
Heidi Ettanen
YOUR INSTRUCTOR
Heidi Ettanen is a design and innovation leader with deep expertise in scaling customer-centric ways of working within large organisations. With a strong background in DesignOps, she has focused on building the structures, processes, and practices that enable teams to collaborate effectively, work consistently, and deliver meaningful impact.
QUESTIONS
Common questions
Do I need prior journey management experience?
No deep experience required, but this programme is most valuable if you have at least started exploring journey mapping or CX strategy. If you are brand new to the topic, we recommend attending a JourneyOps event first to get oriented.
How much does it take each week?
Approximately 8 hours per week, including the workshop or coaching session. The work is designed around your own organisation's real challenges, so it directly advances your actual role.
What will I walk a way with?
A journey management governance model designed for your organisation, a transformation roadmap with concrete next steps, ready-to-use Miro templates, and the ability to speak the language of business leadership when making the case for CX investment.
Is this suitable for teams to join together?
Absolutely, we strongly encourage it. When colleagues from the same organisation attend together, the shared final roadmap is immediately actionable. The team rate of 18 000 SEK per person applies when 3 or more people register from the same organisation.
How large is the cohort?
We keep cohorts intentionally small to ensure everyone gets direct coaching and real peer interaction. Seats are limited. This is not a large-group webinar format.