Tool details
As-Is Service Journey Mapping
A template to use in order to identify the as-is service journey and the different aspects.
Tool category:
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When to use
When you need to think through key moments for your customer as they experience the existing solution.
Why you should
To visualise and understand a customer’s experience from beginning to end.
What you get
A visualised as-is journey and the touch-points the customers goes through in the different phases.
Steps to take
Who is the target group of your service?
How does the service look from your user's perspective: Before, during and after use?
Map the contact points between your user and your service: Before, during and after. This can be physical or digital meeting points.
Map the processes, organisations, people and systems involved in delivering the service: Before, during and after.
(Voluntary step) Map the opportunities and pain points that you have discovered during the other steps.
Further reading
Later, you can use this journey as a starting point to e.g. generating ideas and concepts, future journey maps or blueprints.