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Journey Map

By identifying the steps that make up a service from user’s point-of-view, it is possible to map their needs and goals to the key interaction points, and afterwards, also identify potential pain points and issues.

Suggested time >60 min
Participants 1-4
Fundamentals
Understand
Vision
Make
R&D

You will need: Journey template, description of service and user, markers, post-it notes

steps

  1. Outline the service assumption

  2. Using the previously filled persona as a “lens”, adopt their point-of-view

  3. Talk out loud about consuming the service step-by-step

  4. Challenge user with “What happened next?” or “What did you do next?”

  5. Capture the emotional high and low points of the journey.
    Come up with possible improvements or solutions.

  6. Fill in (row by row) the template to summarise the experience. Also post-its can be used.

Fill in (row by row) the template to summarise the experience. Also post-its can be used.

See in action