Updated: In collaboration with the University of Auckland Business School, get 10% off the course fees for Service Design Thinking at checkout by using this code before the end of 2018: GRAEME10
Customer journey maps are another simple but powerful tool from the Service Design toolkit.
The idea is that you map out in a highly visual way the experience of a person (or persona) over time. You can do this for different purposes. Some of these might include:
- Collecting real-life stories from users. In my case, this might include learners or tutors.
- Understanding how services work – don’t work as the case may be. A journey map might help you identify pain points and roadblocks or potential inefficiencies that you want to target.
- Envisioning future services.
All you need really is a bunch of sticky notes and a decent wall space. I like the style below where you also map the emotional ups and downs of the user journey as well.
I haven’t used this one yet, but I’ve been thinking through how I could use it in the implementation phase of the current project.