Journey mapping
Mapping what a person does, thinks and feels as they try to get something done across a service. Nielsen Norman Group's introduction covers the anatomy and the pitfalls.
You can find here
- what a journey map is and is not
- the elements of a map
- common mistakes
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Related resources
A method for mapping a service end to end, showing what the user experiences alongside the frontstage and backstage work that makes it happen. Explained clearly by Nielsen Norman Group.
On designing experiences that unfold across channels and over time, with a strong emphasis on mapping and on the language of experience design.
A thorough guide to the whole family of alignment diagrams: journey maps, service blueprints, experience maps and mental model diagrams.
GOV.UK Service Manual guidance on reconstructing a service experience by exploring what people did, thought and felt over time.
Government Social Research guidance on making research more inclusive: recruitment, adapted methods and attention to under-represented groups.
A focused journey mapping tool with a free tier, popular with people who want something simpler than a whiteboard and lighter than a platform.