If there is one thing Xpdient would recommend to any organisation, it to explore and create user journeys.
A user takes a journey when they get something from your organization. For example, they want to go on a training course you provide. During that journey, they interact with you. Each interaction has an outcome in terms of what the user gained, what your organization gained, and most importantly how the user feels about things. Their emotions. By going through the journey with the user, an organization gets insights into how to provide low effort interactions that minimise physical and emotional effort on behalf of the user, leading to more positive experiences. An organization can also discover better ways of providing a service.
The best way to create one is to have a workshop that includes all the stakeholders in a particular business process and to work through the various stages of the journey on paper.
Each journey has to have the following components
That's quite a lot of things, so doing these journeys really is an effort. But the payoff is huge. By examining these things you see the shortcomings in what you are currently doing and you make your organisation do better.
Xpdient does user persona and user journey workshops for all our clients who require them and we also run the occasional course.