Contents

Updated: 27/8/24

What are journey maps?

<aside> 🗺️ A journey map is a timeline that represents what a tenant does to use a service or accomplish something.

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No two user journeys are the same, but they are generally focused on a tenant's experience, not a business process.

Why are journey maps helpful in housing?

• Because journey maps focus on tenant experience, they help organisations consider how a service works from the outside rather than the inside out (tenants over the business).
• By having conversations between tenants and different internal stakeholders, we are creating a shared understanding of a tenant's experience using a service.
• Working and listening to tenants to understand their experiences is the right thing to do, and it supports the new consumer standard and increased oversight from the Housing Ombudsman.

When does a journey start?

A journey doesn't start when a service starts. It starts with a reason to use a service (or a ‘why’).

For example - before reporting a repair, something has to break.

Including this ‘why’ step in any journey map is important because it gives context to how a tenant may be thinking and feeling. Or what they might be doing.

Diagram showing life exists before and after a service, with a prompt element prior to a service starting.

We adapted this image from the journey mapping chapter of Content Design London’s book.