← All Elements

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

  1. Choose one person and one goal.
  2. Map each step, from first need to final result.
  3. Mark who owns each step, and how the person feels.
  4. 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

Enable JavaScript to try the interactive activity.

Elements.
48 elements · 8 families
Filters
DESIGN CONTEXT
What are you trying to do?

Scroll sideways within the map to explore all columns.

Created by Alan Hurt. Activities and notes are stored on your device. Privacy · Usage counts

ELEMENTS FIELD GUIDE