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Service Journey

The document describes a method for visualizing a user's journey through a public service as a comprehensive experience from their perspective. It involves mapping out the specific incidents, authorities and people the user interacts with, as well as their experiences, to provide an overview of the complete journey. Key steps in the method include identifying the target user, having the user describe their experience via a timeline, covering events, contact points and key moments, and presenting the user journey using templates and pictograms to structure and communicate insights clearly.

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Hernan
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48 views2 pages

Service Journey

The document describes a method for visualizing a user's journey through a public service as a comprehensive experience from their perspective. It involves mapping out the specific incidents, authorities and people the user interacts with, as well as their experiences, to provide an overview of the complete journey. Key steps in the method include identifying the target user, having the user describe their experience via a timeline, covering events, contact points and key moments, and presenting the user journey using templates and pictograms to structure and communicate insights clearly.

Uploaded by

Hernan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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METHOD

User Journey
The user journey facilitates the journey through a public offered service as one
comprehensive experience seen through the eyes of the user. The user journey can
visualize a single service and simultaneously make the interactions with other public
authorities clear, and thus reveal any need for cooperation across public sectors in the
further development of the service.
The method provides a visual overview of the specific incidents that takes place, the
authorities and people the user is in contact with as well as the users experiences. In this
manner, the journey through the public service is conveyed as one complete experience
seen from the view of the user.

STEPS

1 Who is your user? Choose your main users of a given service. See
Target Group Mindset.
MATERIALS
Print the templates:
User Journey
2 Meet your user, and get the user to describe his experience with
the service. Here, we use a timeline as a starting point. Place a
Who is your user?
Pictograms
piece of flip chart paper on the table and draw a horizontal line or Markers
print a user journey template. This is your timeline, and on this you Post-its

can place events in chronological order beneath the line and


reflections / quotes pertaining to the experiences over the line.

3 During the conversation, the following should be covered: Course


of events. Possibly before, during and after the actual service.
Contact reach: Which people and organizations they have been in
contact with?
Through which channels did the contact happen: Phone, web,
personal meetings, letters?
Key moments: Which 2-3 moments in user journey did the user see
as the most important?

4 Notation and presentation of the user journey. In order to structure


and communicate points from the conversation with the citizen as
clearly as possible, it can be a good idea to type up the user
journey. Introduce your user to the template Who is Your User? And
use our User Journey template and Pictograms to illustrate the user
journey.
Use the pictograms to mark the places on the journey that has
great emotional significance or contain a realization for the user.

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