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Podcast Episode

19: Mapping the Learner Journey - Tanya Lau

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February 4, 2019
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19: Mapping the Learner Journey - Tanya Lau
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Show Notes

Imagine the challenges of being a new bus driver and having to learn the routes through a busy city like Sydney. In Tanya Lau’s words “It’s very high pressure, and you've also got to deal with customers as well and learn everything there is to know about that job on the spot.” Transport New South Wales had been seeking solutions to alleviate the stress of route familiarisation on drivers and reduce the business impact. Tanya discusses how she adapted journey mapping from the product and service design domain, to create a visual narrative of the first 6-12 months of a driver’s experience.

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Resources

Episode 19 Transcript
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Using Employee Experience Journey Mapping to Identify and Target Learning and Performance Issues – Part 1 (What & Why)
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Using Employee Experience Journey Mapping to Identify and Target Learning and Performance Issues – Part 2 (How)
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Are you Meeting All Five Moments of Learning Need
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Five Moments of Need and Learning Technologies
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Michelle Ockers
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Michelle Ockers

An award-winning speaker, Michelle brings decades of learning and development experience as she interviews business leaders and learning professionals to uncover interesting stories, authentic conversations, and new insights.
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