Understand
Journey Mapping
Mapping a person’s experience over time, across every place and team they deal with.
What is Journey Mapping?
Mapping a person’s experience over time, across every place and team they deal with.
What you learn
Map the whole journey. Problems hide where teams hand off.
When it helps
an experience crosses teams or companies, and each one sees only its own part.
Use it at work
- Choose one person and one goal.
- Map each step, from first need to final result.
- Mark who owns each step, and how the person feels.
- Look hardest at the handoffs between owners.
Your output
Map one journey across every team it touches. Mark each handoff where the person has to chase, repeat or explain something.
Watch for
Each team improving its own step without seeing the whole journey.
Related practices
Sources
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