Tool details
Service Journey
A visualisation with the focus on the service - it can involve different users.
Tool category:
Tool thumbnail
When to use
When you want to visualise a more complex service, including both what's hidden and visible for the user.
Why you should
To see the full picture of a service over time and to understand all the activities, actors and touch points involved in the service.
What you get
A schematic visualisation of both user experience, employee needs, touch points and supportive processes over time.
Steps to take
There are different ways of making the journey, and there is no specific recipe. You can make a quick sketch, or a more detailed one. You can use the aspect included in the template, or you can do it in a different way as suits you and your project.
Further reading
A service journey is similar to the user journey, but more complex. It's a schematic visualisation of both user experience, employee needs, interaction with touch points and supportive processes over time. What is hidden and what is visible to the people who use the service.