What is a Journey Map?
A customer journey map is a vivid but structured visualization of a service user’s experience.
Service design is an approach to the creation of consciously-designed services that are empathetic to user needs. It helps to innovate (create new) or improve (existing) services to make them more useful, usable, and desirable for both clients and organizations.
Journey Mapping Template
Download a .pdf version of the journey mapping template.
Journey Mapping Webinar
Journey Mapping for Improved Program and Service Design | The recording of this webinar was created on October 1, 2019.
Practices & Examples
Resources
Service Design Toolkit | Case Studies, Toolkit Materials, Templates, and more
This is Service Design Thinking | Lessons, Templates, Icons, etc
Customer Journey Canvas | Template available in English, Spanish, French, Polish, German, Korean, and Portuguese
Service Design Readings and Resources | The Interaction Design Foundation
Patient Experience Design | Blog from Sutherland Labs
Mr. THINKR | Workshop materials, supplies, templates, stickers, and other service design toys