Topic: Defining Journey Maps

USER JOURNEYS Topic 1 The Original Journey Map Amtrak Journey Map – Case Study In the late 1990s, the United States Congress approved a 150-mph high-speed train for the Northeast corridor between Washington, D.C. and Boston.  It was considered a breath of fresh...

Topic: Building a Journey Map

USER JOURNEYS Topic 2 Steps Toward Building Your Journey Map A user journey is the path a user takes through a service.  A service experience refers to what the user experiences from the service. And a service outcome is what the user achieves from using the service....

Topic: How Journey Maps Have Advanced

USER JOURNEYS Topic 3 The Journey Map has evolved over 20 years from a tool used initially to visualize a typical user’s journey to now creating personalized experiences.  The evolution is due to the insertion of technology for sensing and tracking users while they...