Example journey maps
People frequently ask us for example journey maps, so we’ve created some real journey maps ourselves as well as some fictional journey maps that show how journey mapping can be used to illustrate experiences of different use cases and related to different industries.
Each of the following maps has its own characteristics because it always depends on the case, what kind of data/lanes should be included in a journey map. Always remember: there is no right or wrong.
This journey map is based on the real feedback we collected at the Service Experience Camp in Berlin in 2016. It includes a storyboard based on self-made images as well as multiple text lanes focusing on different topics. The map has been created in German, however we think you will also get the idea if you don’t speak the language.
In this journey map you can zoom into one of the steps to get from a high-level journey map to a detailed journey map. Just click on the link in the second step’s description.
This journey map focuses on the backstage activities in an online shopping process and gets very close to a service blueprint.
This is a journey map in German based on the experience of two different personas aiming to compare the two. The emotional journey of the two illustrates where they are both satisfied and where they satisfaction differs. The text lanes explain the reasons.
In this map you see stage descriptions and files have been uploaded to add further information to the single steps.
This is a very clean map illustrating the process from information gathering to the use of a product ordered online. It focusses on different channels and backstage processes of two different personas.
This journey map also illustrates backstage processes that influence the persona’s experience.
This map shows how journey mapping can be applied to analyze employee experience and illustrate team processes.
This is the first step towards creating both a current state and a future state journey map – a very simple solution that shows the status quo as well as the next steps to improve the experience.
A research-based journey map including KPIs and numbers. Fields allowing for zoom-in and zoom-out are highlighted.
The map shows the journey of a customer in a coffee shop and also includes a zoom-in map – the respective fields are highlighted in yellow.
Healthcare – treatment at hospital
The patient’s feelings are in the focus of the journey map. The differentiation between negative, neutral and positive feelings is particularly easy through green, red and yellow squares.
By the way, you are viewing these example journey maps with the sharing mode of Smaply.