Journey Mapping uncovers the real experience of teams working with or without the system. By mapping tasks, frustrations, and handoffs, you reveal where the system helps and where it gets in the way. Use this to understand adoption pain points, especially when planning improvements or running a System Health Check.
Journey Mapping
How to
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Choose a journey
Pick a flow to map, such as building a new feature, creating a pattern, or onboarding to the system.
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Invite participants
Bring together a mix of designers, engineers, and other disciplines who are part of the journey, you can do this 1:1 or in groups.
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Map steps and emotions
Plot each step in the process, noting what works well, what is frustrating, and where work gets handed off.
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Spot pain points
Highlight where teams slow down, duplicate work, or diverge from the system.
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Cluster and prioritise
Note key issues, and group issues into themes and decide which are most important to address based on frequency mentioned.
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Feed into improvements
Bring insights into a System Health Check or Roadmap Planning session so fixes scale across the system.