Journey Mapping the User Experience

Sue Samson, Kim Granath, Adrienne Alger

Abstract

This journey-mapping pilot study was designed to determine whether journey mapping is an effective method to enhance the student experience of using the library by assessing our services from their point of view. Journey mapping plots a process or service to produce a visual representation of a library transaction—from the point at which the student accesses a service to its final resolution. Service scenarios are identified, and maps are produced that reflect the journey from the student’s point of view. The student map is then compared to an “ideal” journey, and the differences are used to explore changes that would improve the service experience.

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