Journey Map

Mallory Anderson

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144

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Journey Maps summarize and reflect on an end-to-end experience from the user’s perspective.

Different than a Service Blueprint (includes the organization’s perspective–both frontstage and backstage processes not visible to the user)
As-Is (current state) & To-Be (future state) Journey Maps
Aligns stakeholders on:
- The steps in a user’s process
- Actions taken to achieve their goal
- How they feel throughout the end-to-end experience
- Opportunities based on as-is pain points and moments of delight or ease
Like Personas, there are many visual presentations of Journey Maps

Mallory Anderson

Instructor @ MSU

This template is for my MSU students

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