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.
A focused journey mapping tool with a free tier, popular with people who want something simpler than a whiteboard and lighter than a platform.
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.
A thorough guide to the whole family of alignment diagrams: journey maps, service blueprints, experience maps and mental model diagrams.
Online whiteboard used widely for journey maps, blueprints and remote workshops, with a large library of service design templates.
On designing experiences that unfold across channels and over time, with a strong emphasis on mapping and on the language of experience design.
GOV.UK Service Manual guidance on reconstructing a service experience by exploring what people did, thought and felt over time.
Software for building and maintaining journey maps, personas and stakeholder maps, made by the team behind This is Service Design Doing.
Journey management software for organisations that want to keep many journey maps consistent and connected to opportunities and delivery work.
Other topics
- Service blueprinting
- User research
- Discovery
- Stakeholder mapping
- Co-design
- Prototyping
- Public sector
- Health
- Systems thinking
- Systemic design
- Participatory design
- Design research
- Service organisations
- Professional practice
- Introductions
- Policy
- Futures
- Measurement
- Service standards
- Collaboration
- Education
- Power dynamics
- Agency and autonomy
- Design ethics
- Research ethics and consent
- Interviewing
- Memory and evaluation
- Dark patterns
- Culture and context
- Inclusion