Customer Journey Mapping: A Practical Introduction

Ever wondered what it’s really like to experience your service from the user’s point of view?

Join service designer Tom Rushworth for a practical, hands-on session where we’ll explore Customer Journey Mapping — a powerful way to understand how people actually interact with your service and where things could be better.

Whether you’re building digital products, or streamlining internal processes, this session will give you tools to help you and your team take action.

This session is hosted in collaboration with Clockwise Offices Leeds — one of the city’s most inspiring co-working and serviced office spaces. Attendees will also have the opportunity to work from the space for the day.

✅ What You’ll Learn:

• What journey mapping is — and why it matters in real-life service delivery
• How to identify pain points, moments that matter, and where to improve
• Simple tools and templates you can take away and start using straight away

Look through your user’s eyes — and build something better.

👤 About the Host

Tom Rushworth is a freelance service designer who’s spent the past 15+ years helping teams build better experiences. He’s worked across tech, service and creative industries with clients like Skipton Building Society, Evri, and William Hill.

Tom helps teams uncover insights, improve journeys, and design services that work better for the people who use them. His approach is practical, people-centred, and all about creating clarity from complexity.

🧠 What You’ll Get From This Session:

• A practical method to understand journeys end-to-end
•  Tools you can use straight away with your team
• Free training, not a sales pitch
• Fresh inspiration and tools to take back to your day job
• A chance to explore the workspace and community at Clockwise Leeds

👥 Who Should Come?

This session is perfect for anyone shaping services, products, or experiences, including:

• Customer Experience & Service teams
• Sales teams
• Product Managers
• Designers
• Start up founders

Whether you’re in tech, education, the public sector or beyond — if you care about how people experience what you offer, you’ll get something valuable here.

📍 Venue Details

• Clockwise Leeds – Auditorium
• Wheelchair accessible
• 5 min walk from Leeds train station
• Few minutes walk from public car parking spaces
• ⚠️ Limited to 40 attendees – secure your spot early!