Service Design Tools
SDT-Journey Map
Journey mapping visualizes a person's experience to achieve a goal. It provides a holistic view of interactions with an organization, service, product, or brand across time and channels.
Duration
4 hours
Group Size
4-8
Category
Service Design Tools
Difficulty
Easy
Participants will: Visualize the user experience from start to finish. Identify pain points and opportunities. Build empathy by understanding user emotions. Align teams around a shared user understanding. Prioritize design interventions. Uncover gaps between desired and actual experiences.
A completed journey map. A visualized service experience. Identified improvements.
Base the journey on research, not assumptions. Include digital and physical touchpoints. Focus on one persona per map. Capture emotions, not just actions. Look for key moments that define the experience. Consider the journey before and after your service. Update maps with new insights. Don't be surprised if the first map reveals unexpected complexities; iteration is key.
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