Current journey mapping: how to uncover your users’ experience of your service
Map people’s service experiences so you can improve them. Generate new insights into what people want and need from your service. Imagine new experiences and journeys for them.
Journey mapping is a method for documenting the step-by-step journey of using a service. It’s a great way to understand in detail the experiences of your service users.
You can use journey mapping to capture and describe 2 types of experiences:
Current (or 'as-is') journey mapping creates a step-by-step map of how somebody uses a service and what they do along the way
Future journey mapping explores the service experience you would like to create and how you might fix the problems in people’s current journeys
You should always map current journeys first if you’re working on a service that already exists.
This article runs in two parts. Part 1 covers current journey mapping. Part 2 will cover future journey mapping.