User Journey Mapping for Transaction Scoping
User Journey Mapping helps teams visualize the steps a user takes to achieve a goal, identifying pain points and opportunities for improvement within a specific transaction or service. This method ensures the transaction aligns with the user's broader needs and avoids a narrow, government-centric perspective.
Use this method when defining the scope of a new transaction or redesigning an existing one to ensure it seamlessly integrates into the user's overall journey and addresses their core needs.
Solves: Siloed thinking, lack of user focus, inefficient service design
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Step 1: Define the user and their goal. (5 min)
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Step 2: Brainstorm all the steps the user takes to achieve that goal. (20 min)
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Step 3: Arrange the steps chronologically on a timeline. (15 min)
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Step 4: Identify pain points, emotions, and opportunities for improvement at each step. (30 min)
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Step 5: Discuss how the transaction fits into the overall journey and adjust the scope accordingly. (30 min)
- Encourage participants to think from the user's perspective.
- Focus on the user's emotions and experiences at each step.
- Keep the map visual and easy to understand.
- Empathy Mapping to deepen understanding of user emotions.
- Service Blueprinting to map out the internal processes that support the user journey.