Journey Mapping • WorkshopBank
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.
How to run it
- Finding pain points and drop-off moments in an existing service
- Aligning a group around what someone actually experiences, not what the org chart suggests
- Starting a service design or improvement project
- Onboarding new team members to a complex customer or user journey
- Building empathy for a group the team does not interact with directly
- Identifying moments of truth where the experience can be won or lost
- Journey Mapping is a visual technique for plotting someone's experience over time, step by step, from start to finish.
- The map usually sits on a long strip of paper along a wall, with sticky notes stacked in rows underneath each stage.
- Different people see different parts, and the map brings those parts together.
- Once the map exists, the group can spot patterns, pain points and opportunities that were invisible when each person only had their own slice of the story.
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Prompts to use +
Finding pain points and drop-off moments in an existing service
Journey Mapping is a visual technique for plotting someone's experience over time, step by step, from start to finish.
The map usually sits on a long strip of paper along a wall, with sticky notes stacked in rows underneath each stage.
Different people see different parts, and the map brings those parts together.
Once the map exists, the group can spot patterns, pain points and opportunities that were invisible when each person only had their own slice of the story.
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Adapt this exercise for my exact room. Exercise: Journey Mapping • WorkshopBank. Readiness: Publishable Draft. Core moves: Finding pain points and drop-off moments in an existing service; Journey Mapping is a visual technique for plotting someone's experience over time, step by step, from start to finish.; The map usually sits on a long strip of paper along a wall, with sticky notes stacked in rows underneath each stage.; Different people see different parts, and the map brings those parts together.. Return a concise facilitator script with timing, wording, safety notes, and remote/in-person adjustments.
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