Journey maps, user pathways and interaction models
Let’s talk about journey maps, user pathways and interaction models.
What they are
Journey maps visualise the journey of a person across different systems (think health, justice, social services, etc) People don’t experience systems, they experience their own journey through these systems.
A user pathway focuses on a person’s experience with a specific product or service — for example, someone’s experience with the Emergency Department in a hospital.
Interaction models refer to a touch point between a person and a system — in the heath system, an example might be a person’s interaction when they’re registering themselves in the Emergency Department.
How you can use them
When trying to understand a problem, you typically focus on exploring the journey map of a group of people in a system (I.e. Journey maps) This helps you generate ideas the solve the root problems.
When designing a product or service, you’re turn your attention to a user pathway to create the future experience.
To make a new product or service “real”, you start looking at the interaction points because that’s what people will experience in a tangible way — i.e. the registration form, or the phone number they’ll call or the app they’ll use.
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