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Journey Mapping

Updated Banking Journey Map
A Journey Map visually shows the experience of a person interacting with a service/product over time.

What is it?

Journey Maps can be used to uncover pain points and opportunities of services currently in place, to visualise a new service, or to record a particular experience of experiencing an existing service.

Why should I use it?

Journey maps highlight weaknesses in current services and areas where opportunities exist for improvements. It helps to understand individual steps undertaken when interacting with a service, and uncovers barriers present.

How does it work?

Text and visuals are used to map out the users’ experience over time in terms of the things they do, who and what they interact with and their levels of satisfaction over time.

What do I need?

Want to know more?

This is a video tutorial we produced for one of our online courses.

Learn more about our work.

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