Elise Loeuille explains how mapping a transport disruption ecosystem and visualising customer and staff journeys exposed coordination problems. The case study connects shared tools, processes and definitions to clearer decisions and collaboration during unplanned disruption.
People
Elise Loeuille
Methods
Journey MappingJourney 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.