process guide: consumer journey mapping
We all want publicly funded services to be as good as they can be. One of our most useful tools for deeply understanding and analysing those services is creating a consumer journey map. Every consumer, and every service, is unique, but the process of mapping the consumer's journey to, and through, a service is repeatable. We create consumer journey maps by working collaboratively with stakeholders through four stages: preparation and framing, journey mapping, journey analysis, and validation and confirmation. This 1-page guide will give you a high-level overview of how we work with our clients on consumer journey maps, and how you can do it too.