We’ve created some journey maps to show how journey maps can illustrate experiences of different use cases and related to different industries.
- Public transport journey map
- Telecommunications journey map
- Healthcare – patient experience journey map
- Event experience journey map
- Employee experience journey map
- Online shopping journey map
- Government journey map
- E-commerce journey map
- Student experience journey map
- Tourism journey map
- Airlines journey map
Public transport journey map
A research-based journey map including KPIs and numbers. This map shows how to build hierarchies of journey maps: fields allowing for zoom-in and zoom-out are highlighted.
Telecommunications journey map
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.
Healthcare – patient experience journey map
The patient’s feelings are in the focus of the patient journey map. The differentiation between negative, neutral and positive feelings is particularly easy through green, red and yellow squares.
Event experience journey map
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’s language is German, however we think you will also get a good impression if you don’t speak the language.
Employee experience journey map
This map shows how journey mapping can be applied to analyze employee experience and illustrate team processes.
Online shopping journey map
This journey map focuses on the backstage activities in an online shopping process and gets very close to a service blueprint.
Government journey map
In this map you see how stage descriptions and additional files can help adding valuable information to the single steps.
E-commerce journey map
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.
Student experience journey map
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.
Tourism journey map
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.
Airlines journey map
This map illustrates the experience a guest has on an airport. As on an airport a lot of the happenings take place behind the scenes, also this map has a focus on backstage processes and how they influence customer experience.
This is the project you also find on the Smaply trial.