Journey Mapping the User Experience | Zendy

Sue Samson | Zendy; Kim Granath | Zendy; Adrienne Alger | Zendy

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Journey Mapping the User Experience

Author(s) -

Sue Samson,

Kim Granath,

Adrienne Alger

Publication year - 2017

Publication title -

college and research libraries

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 1.886

H-Index - 52

eISSN - 2150-6701

pISSN - 0010-0870

DOI - 10.5860/crl.78.4.459

Subject(s) - service (business) , computer science , point (geometry) , concept map , database transaction , process (computing) , representation (politics) , ideal (ethics) , world wide web , database , artificial intelligence , law , economics , operating system , philosophy , geometry , economy , mathematics , epistemology , politics , political science

This journey-mapping pilot study was designed to determine whether journey mapping is an effective method to enhance the student experience of using the library by assessing our services from their point of view. Journey mapping plots a process or service to produce a visual representation of a library transaction—from the point at which the student accesses a service to its final resolution. Service scenarios are identified, and maps are produced that reflect the journey from the student’s point of view. The student map is then compared to an “ideal” journey, and the differences are used to explore changes that would improve the service experience.

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