Service Design Show

Journey mapping is reaching its limits. Sure, journey maps and mapping work fine at a small project or team level.  But it quickly breaks down when you want to organize around the journey, at a bigger company scale. In order to do this, you need something that goes beyond mapping. But before we dig into what that is, let's look at why journey mapping breaks down: Everyone has their way of doing it; there is no standard. It's hard to get an overview across multiple journeys. Identifying and prioritizing opportunities is a challenge. Tracking progress and impact isn't part of the process. Adoption slows down as most tools aren't made for business users. And many other things... Now, this might sound strange, but I think these are good challenges to have. The fact that these challenges are becoming more pressing is a sign. A sign that the demand for a journey-centric way of working is growing inside companies. Something that we've been hoping and advocating for all these years. So what is the ne