Journey Map

Key points #

• Define the map’s scope
  • Limit to one persona’s journey so that we aren’t too generic
  • Define the intended outcome or endpoint in the journey
• Involve the right people. Consider:
  • Stakeholders
  • Support/frontline staff
  • Engineers
  • Product managers

How to do it #

• Give participants 10 minutes to individually map out individual steps, then come together with the rest of the team to synthesize
  • Instruct our participants to avoid getting mired in details at this point (e.g. we don’t need to include making API calls to servers when registering a user, just talk about registering the user)
• Once you establish a batch of related touchpoints, group them into stages
• Give participants another 10 minutes to individually come up with pain points and ideas for improvement for a particular step, then come together with the rest of the team to synthesize