Putting yourself in other people’s shoes: mapping the user journey

A few years ago, ​I was working with fellow colleagues and a local councillor to help local residents co-design outcomes for a digital platform and associated engagement around shaping improvements around transport.

To make sure we focused on what they needed rather than what the technology could do, I used a user journey matrix, as well as design principles, which I’ll cover in a future post.

When we talk about improving services, people will refer to the touchpoints people will use — the interfaces or channels people interact with, whether it’s visiting a website, speaking to a call centre agent or going into an office. You will go through many different interactions in your everyday life, from leaving the kids at the school gates to swiping your Oystercard through the tube, via paying for a sandwich at lunch.

In some cases, like people with Alzheimers, the interactions are much more -complex, as you can see by this journey map below by HealthEd.

To find out how to create a user journey, you can use the template above and see the video below.

Head of Policy & Research @newhamlondon #localgov Co-founder of #systemschange & #servicedesign progs. inspired by @cescaalbanese