Journey Mapping
Journey Mapping is a visual technique for plotting someone's experience over time, step by step, from start to finish. A group builds a large timeline showing the stages a person moves through, what they do at each stage, what they think and feel, and where things work or fall apart. The result is a shared picture of an experience nobody sees in full on their own.
✓ Created by former KPMG & McKinsey consultants
What You'll Achieve with the Journey Mapping Workshop
Real outcomes that transform your team
Creates a shared understanding of user experiences among team members
Identifies critical pain points leading to actionable improvements
Enhances empathy for users, driving better design decisions
When to Use the Journey Mapping Workshop
Perfect for these situations and team challenges
Redesigning a user experience for a digital product
Aligning teams around a complex customer journey
How the Journey Mapping Workshop Works
A step-by-step breakdown of the workshop process
1Setup
In this phase, define the journey to be mapped, gather relevant data, and prepare the physical mapping space. Establish ground rules and set the journey's start and end points.
2Step 1: Set the scene
Welcome participants and share the session's goal. Introduce the persona to be mapped and explain the map's structure, emphasizing the importance of mapping actual experiences.
3Step 2: Agree the stages
Collaboratively define the key stages of the journey. Use sticky notes to label these stages at the top of the map, ensuring they describe the user's experience rather than internal processes.
4Step 3: Fill in the actions
Participants write down the actions of the person at each stage using sticky notes. These actions are placed on the map, and duplicates are grouped to create a clear overview of user activities.
Key Topics Covered in the Journey Mapping Workshop
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