Method Overview
Through this method, you create a timeline of touchpoints between the user, the application(s), and any people/organizations they interact with. This method is used to see the process or service from the users’ perspective. You can map out the current state of a process or envision an idealized future state via journey mapping.
When to Use
- Digitizing a manual, paper-based process.
- Replatforming a process onto ServiceNow.
- Reviewing an existing process that has a negative NPS.
Outcomes
- Alignment among internal teams of overall opportunities and gaps.
- List of unmet user needs and pain points.
- Identified process gaps and opportunities to streamline.
- No assumptions about how the process occurs.
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Visualization of the end-to-end customer experience.
Prerequisites
- Scope and clear objectives of the project
- Primary user persona(s) and their goals identified.
- Insights from user observations and conversations.
Participants
Process owner, product manager, business analyst, design strategist, developer, and stakeholders
Materials Needed
- Conference room, whiteboard, markers, roll of paper.
- Or real-time collaboration whiteboarding tools such as Miro, or Mural
Agenda
| Duration | Activity |
| 5 minutes | Welcome & agenda |
| 10 minutes | Icebreaker / energizer |
| 90 minutes | Create journey map |
| 5 minutes | Wrap up & next steps |
What do you do after?
- Synthesize findings into final map.
- Capability Cards workshop
- Alignment Jam
Related Plays
Building Empathy
Learn More
The 5 Steps of Successful Customer Journey Mapping
How to Run a Journey-Mapping Workshop: A Step-by-Step Case Study
