Journey Mapping visualises services and experiences from the users' point of view.
A Journey Map visually shows the experience of a person interacting with a service/product over time.
Why should I use it?
It helps to understand the individual steps a user takes when interacting with a service, the channels they access it by (online, face to face, in an office etc) and their emotional state or satisfaction levels at different points.
How does it work?
A journey map breaks down each journey into five simple steps allowing insights into when someone becomes aware of a service, how they join that service, how they use it, how they develop it and how that journey ends and the user leaves the service.
How should I use it?
A journey map can be used in three ways:
•to record an interview of how someone experienced an existing service
•to show how services currently work - uncovering pain points and opportunities
•to visualise a new service
What do I need?
•Journey Map template (or you can make your own)
•Black ‘sharpie’ type pens