Journey mapping brings research about people’s experiences into a shared visual account of stages, actions, thoughts and feelings. It is useful when a service spans multiple steps, teams, places or touchpoints and you need to see where those parts fail to connect. Collect accounts from several users before mapping. Arrange their experiences over time, identify common stages and highlight problems and dependencies. Work with the team so the map informs decisions. Preserve meaningful differences between journeys rather than forcing every participant into a single path; revise the map as further research changes your understanding.
Category
Strategy & Collaboration
Talks that might mention this method (37)
- Designing for Business Evolution
- Designing for the Triple Storyline
- Better Onboarding
- Outside In: Customer Experience
- Understanding Information Architecture
- Mapping Experiences and Orchestrating Touchpoints
- Customer Journey Mapping
- All the things AI can do
- Models from Complexity Science
- Don't let your job title get you down
- Ramp Up
- Inventing with jobs to be done
- Mentorship Experience
- Mentorship Experience
- Unplanned Disruption: Mind the Gaps
- Design as Protest: Practicing Ethical UX in Flawed Systems
- Progressing UX from the tactical to the strategic
- Experience Debt: Turning scattered knowledge into strategic action
- Bridging the integrity gap
- From silos to services: innovation lessons from service design
- All the things AI can do
- From silos to services: innovation lessons from service design
- Information Architecture for Everybody
- I bought a new TV - a UX exploration
- Customer Journey Mapping: A Story of Amateurs, Con Artists, Lost Treasure, and a Pleasant Journey by Rail
- Customer journeys: Designing for disagreement
- Mind the gaps—designing multichannel service experiences for real people
- Service Design For The Enterprise Ecosystem
- Design além da interface: conectando produtos, serviços e decisões organizacionais
- Transit Lines & TouchPoints: Engineering the Customer Journey
- Zeitgeist experiences: The 6 shared attributes of the worlds most successful mega events
- We are here: designer as cartographer
- Mapping the Patient Experience
- Experience Mapping To Drive Strategy
- Design as Protest: Practicing Ethical UX in Flawed Systems
- Journey Mapping & Service Blueprinting
- Journey Map Ops Beyond Sticky Notes