User journeys
Last updated
Last updated
Understanding who we are solving a problem for is important for creating user-centric digital services. An 'As-Is' user journey can help identify touchpoints, inefficiencies, pain points, opportunities for improvement and can inform the design of a 'To-Be' user journey that represents the desired state of the user experience after changes have been made.
The 'To-Be' user journey is created in the context of a redesign or improvement of service. Its aim is to create a better user experience by identifying and implementing changes that will improve the user's journey and ultimately lead to greater satisfaction for its users. Redesign of the service can be based on the following simplification principles:
Ask the service owner if there have been any previous efforts in digitizing the service, and seek out any resulting reports, findings, or raw data.
Depending on the complexity of the service, you can request alignment from business leads on initial prioritization to focus on additional research activities.
Present research findings, service design process, user journeys, opportunities for improvement, current & future Building Blocks/DPGs, service architecture, user personas, and service digitization roadmap in a 'Service Design Proposal'. An example of EPR Service Design proposal can be found below:
Identify service owners, users, and stakeholders using the as well as the
Conduct user research using , , , with . (Source: 18F and TTS)
Use GovStack to map 'As-Is' and 'To-Be' user journeys. Example of 'Initial To-Be' and 'To-Be' user journeys for .
: Methods provide instructions on several different ways to tell users’ stories, including,,. (Source: 18F)
/ – Creates a research plan (What are the research objectives, what methods to use, and participants) and guides the creation of user journeys.
– Prepare & conduct user interviews, focus groups, facilitate user journey workshops
Opportunity for improvement: These are possible simplifications that can improve the user experience. Please refer to the .