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

Service Design Drinks x University of Toronto

Level Up Your Service Design Skills with a Hands-On Customer Journey Mapping Workshop In Collaboration with UofT

We're teaming up with the University of Toronto School of Continuing Studies for a special, hands-on workshop designed to sharpen one of the most essential tools in service design: customer journey mapping.

Whether you're a service designer, UX designer, product thinker, facilitator, student, or just service-curious, this session will give you new ways to see, understand, and improve real-world experiences.

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.

In this workshop, you’ll:
- Visualize a complete journey across multiple touchpoints
-Surface actions, thoughts, emotions, and friction points that matter
-Understand what “good data” looks like when building a journey map
-Spot opportunities to strengthen or redesign the experience
-Build confidence using journey mapping as a facilitation tool in your own projects

Why This Session Is Special
We’ll be joined by Everton Lewis, Service Design instructor at UofT SCS, with 20+ years of global consulting experience in product and service design. He’ll guide the session with practical examples and tools you can bring directly into your work.

Who This Is For
Anyone who cares about:
Service design
Customer experience
Systems thinking
Improving services inside organizations

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

Agenda:
5:30 - 6:00 Attendee registration, introductions
6:00 - 7.30 Design workshop
7:30 - 8.30 Q&A, attendee discussion and exchange
8.30 - 9.00 Wrap up and Depart.