User Journey Mapping

In Phase 2 of the New Models of Learning Disability Day Support Collaborative we worked with a number of partners to create Design Personas. In Phase 3, we decided to demonstrate a possible next step in using the Design Personas, in the shape of User Journey Mapping.

User Journey Mapping is the process of demonstrating the steps a person would go through in using a service to achieve their goals. It can be used at any point in the design process:

  • Discover – capture the experiences of people who use services.
  • Define – make sense of experience data and map what it might look like in service delivery, highlighting the pain points.
  • Develop – Using the pain points as a starting point for developing ideas for change.
  • Deliver – Capturing user journeys to understand if the changes made are making a difference to user experience.

Regardless of where in the design process the tool is used, it should be followed by engagement to sense check and validate the experience story told.

User Journey Mapping is a useful resource for developing a shared understanding of how a service works from the perspective of the user, highlighting the impact and the pain points for them. It creates a story representation of your data, and in doing so it can help raise awareness and support of the need for change.

The ihub Collaborative team designed this User Journey Mapping tool as a means to:

  • Define what the data gathered over the course of the Collaborative is telling us about the user experience of accessing new opportunities.
  • Prompt reflection on user experience amongst the Collaborative project teams, and the wider system.
  • Give Collaborative project teams, and the wider system an example from which to shape their own User Journey Mapping work.

Access the User journey Mapping Tool and worked example