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 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.
Other topics
- Journey mapping
- 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