The observation
Journey mapping helps teams understand an experience across internal boundaries. Its value declines when the map becomes a complete substitute for observing what people actually encounter. A particularly polished workshop can produce consensus among everyone except the person taking the journey.
- 01Mapped journey
- 02Actual task
- 03Observed friction
- 04Revised service
What follows
Testing the path with an actual task reveals confusing language, broken handoffs and decisions the map has simplified away. Those findings improve the service and the map together. The workshop remains useful as a way to organize questions rather than as the final source of answers.
