Knowledge23 Journey Mapping Studio

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Learn how to use the best tool to identify opportunities to improve your workflows​

Changing workflows is really hard.​ It's time consuming and costly. It requires getting buy-in from countless stakeholders who often have competing priorities. When you fail, you can make enemies and burn bridges. Your hard work will go unnoticed and unappreciated as your users will just go back to their old ways of doing things. No matter how bad those ways might be.

That means it's imperative that when we change a workflow, we get it right. So, how do we do it?

While transforming a business processes is a complex, multi-step ballet, there is one tool that stands above all others when it comes to finding opportunities to improve your workflows the right way. That tool? The journey map.

A journey map is a visual storyline of a user's experience. Don't let word "visual" scare you. Yes, people do make wonderfully beautiful and overwhelmingly ornate journey maps, but that's just for show. To get the real value? All you need is some post-its and a wall or your favorite digital white boarding tool. 

A journey map must be based in evidence, not assumptions. They represent real behaviors, not those we imagine. Journey maps can be made based on one user's experience, but they are far more valuable when they represent a summary of multiple, ideally 5-10, users' experiences. This allows you to learn if one person has a unique experience that you should not design around or if there are common challenges across your users.

Journey maps can be fairly simple, tracking one type of users', for example all your company's junior attorneys, experience of a workflow. They can also be far more complex, showing how multiple types of users interact to achieve a common goal through a workflow. Both have value. It's when you identify those opportunities for improvement across your user groups that you maximize organizational value.

Finally, journey maps can illustrate multiple states or versions of your workflow. The first, the current state journey map, illustrates your users' experience as it is today. This tool allows us to identify pain points, inefficiencies, unmet needs, and opportunities to improve our workflows. The second, the future state journey map, allows you to put that learning to action by charting ideal future state workflows that will help you achieve your goals. 

Join this session to learn how to put this powerful tool into action to maximize the value of your investment in ServiceNow.