PART 2

PART 2. A General Process for Mapping

A general process for experience mapping consists of four iterative modes of activity:

Initiate: Chapter 4 deals with the details of setting up a mapping initiative.

Investigate: Alignment diagrams must be grounded in evidence. Techniques for research are detailed in Chapter 5.

Illustrate: Visually representing the value creation process between an individual and an organization is a core aspect of alignment mapping. Chapter 6 covers aspects of illustrating a diagram.

Align: Chapter 7 shows ways to use diagrams in an alignment workshop, as well as planning subsequent experiments.

The above process results in current state maps: depictions of experiences as you observe them today. The logical next step is to envision future experiences, outlined in Chapter 8. This chapter offers a collection of complementary techniques.

Note that this approach does not describe a process for design but rather the process of creating and using diagrams. It can apply to many existing fields of practice—service design, user experience design, and design thinking approaches alike.

Additionally, the duration of a formal effort might last for weeks or even months. But it may also only take days: mapping experiences can be lean, too. In either case, the aforementioned modes of working still apply.

Finally, be sure to involve stakeholders and team members throughout the process. Get their feedback on your initial proposal, include them in the investigation, co-create the diagram together, and come together for a workshop at the end of the effort. Don’t make mapping a solitary effort.

Remember: diagrams won’t provide solutions for you, but they foster conversations that do.