Designing a Luxury Customer Journey

US$500.00

Luxury does not design customer journeys to “map steps.”
Luxury designs journeys to shape behavior, emotion, memory, and value.
This masterclass takes participants from understanding → diagnosing → designing → operationalizing a journey that is coherent, intentional, and deeply human.

Luxury does not design customer journeys to “map steps.”
Luxury designs journeys to shape behavior, emotion, memory, and value.
This masterclass takes participants from understanding → diagnosing → designing → operationalizing a journey that is coherent, intentional, and deeply human.

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Luxury does not design customer journeys to “map steps.”
Luxury designs journeys to shape behavior, emotion, memory, and value.
This masterclass takes participants from:
understanding → diagnosing → designing → operationalizing
a journey that is coherent, intentional, and deeply human.

The Masterclass includes: Template of Luxury Customer Journey - Check list: Operationalization: Turning the Journey into Reality

The checklist will include the elements that you must implement to ensure the journey becomes a reality. 

START DATE
Spring 2026
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    1. The Essence of Luxury & Why It Changes the Journey Design: You don’t design a luxury journey to “satisfy”, you design it to transform how the client feels, thinks, and affiliates.

    2. Why luxury journeys must be human-first, not process-first.

    3. The four dimensions of luxury (Tangible, Intangible, Emotional, Cultural) and how each dimension shapes the journey.

    4. The neuroscience of memory: Peak–End Rule, anticipation, dopamine, oxytocin, and emotional imprint.

    1. Defining your client through multi-dimensional profiling.

    2. Mapping expectations vs. unmet emotional needs.

    3. Identifying moments of vulnerability and moments of opportunity.

    1. Why most brands design journeys from assumption, not intention.

    2. The universal stages of a luxury journey and where brands fail 

    3. Identifying emotional blind spots

    4. n vs. failure.

    5. Gap Anaysis

    6. Audit through the 4 luxury dimensions.

    7. How to spot incoherence between brand narrative and actual delivery.

    1. Crafting an experience concept aligned with your brand universe and narrative.

    2. Translating brand values into behaviors, rituals, and emotional signatures.

    3. Designing for anticipation, personalization, and emotional framing.

    4. Identifying risks and opportunities.

    1. Structuring micro-moments of connection.

    2. Rituals, ceremonies, symbolic gestures, and sensory storytelling.

    3. Creating “signature cues” that become recognizable and iconic.

LANGUAGE
English
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FREQUENCY
1 Session
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MODE OF LEARNING
Live Online
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DURATION
4 Hours
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FACULTY
Natalia Jaramillo
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TUITION FEE
500 $

What you’ll Learn

    1. How to structure a luxury customer journey that reduces friction, increases conversion, elevates spend, and strengthens loyalty.

    1. Participants learn how a well-designed customer journey reduces operational waste, prevents rework, minimizes complaints, and streamlines processes, ultimately lowering costs while improving performance and consistency.

    1. How intentional brand identity, cultural relevance, and storytelling are translated into the journey, ensuring the brand stands apart in substance, not aesthetics, and becomes unmistakably different in how it thinks, behaves, and delivers.