The Service Journey Map

Service journey maps are similar to Service Blueprints in that they both take high-level views of service journeys over time. Journey maps however, focus on the emotional impact of service touchpoints and the spaces between them. They can be used to examine journeys of service users, as well as employees and anyone else involved in the service's delivery.

Journey maps are useful visualization techniques that can be used early in the project to identify potential expectation gaps and opportunities. As with service blueprints, the level of detail and types of information presented will largely depend on the nature of the organization and project at hand.