Journey maps are visual representations of a person or group’s experience with a service or program over time. Commonly used in user experience research, journey maps are engaging ways to identify strengths and pain points across the life of a program, informing advancements and improvements. Most excitingly, journey maps allow you to do this from the perspective of those who matter most, program participants.

This workshop will introduce evaluators to journey mapping techniques and approaches. The workshop will discuss how journey mapping has been used in user experience research and how the approach translates to evaluation work. Four examples of journey mapping for evaluation will be presented including both prospective and retrospective journey mapping. Plus, participants will take part in a journey map carried out during the workshop itself. Participants will leave with an electronic version of a journey mapping handbook that they can immediately put to use with their next client/customer.

This workshop will be facilitated by Lisa Zook, Director of Research and Impact at Informed International.

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