Future journey mapping: how to create an ideal service experience for your users

Using insights from current journey mapping, create an ideal future service experience by fixing the difficulties people have in using your services.

Journey mapping is a method for documenting the step-by-step journey of using a service. There are two types of journey mapping:

• Current journey mapping creates a step-by-step map of how somebody currently uses a service.  

• Future journey mapping maps the ideal future service experience you would like to create for your users

This article covers how to use what you learnt from mapping people’s current journeys to create a master journey. Then it explains how to use that to create an ideal future journey map.

You should always map current journeys first if you’re working on a service that already exists.