Journey Mapping
Journey Mapping is a method used to visualize and understand how people experience changes or processes within an organization. Think of it like drawing a detailed map of someone's experience from start to finish. Change managers use this tool to see exactly how employees or customers move through a new process, where they might struggle, and how to make their experience better. It's similar to creating a storyboard or a step-by-step guide, but with a focus on emotions and pain points. You might also hear it called "Experience Mapping" or "Customer Journey Mapping" when it's focused on customers instead of employees.
Examples in Resumes
Created Journey Maps to guide 500+ employees through new software implementation
Led Journey Mapping workshops to improve employee onboarding experience
Developed detailed Experience Maps and Customer Journey Maps to support organizational transformation
Typical job title: "Journey Mapping Specialists"
Also try searching for:
Where to Find Journey Mapping Specialists
Professional Associations
Online Communities
Example Interview Questions
Senior Level Questions
Q: How would you implement journey mapping in a large-scale organizational change?
Expected Answer: Should discuss gathering diverse stakeholder input, coordinating multiple workshops, analyzing complex data, and creating actionable recommendations. Should mention experience leading teams and managing resistance to change.
Q: Tell me about a time when journey mapping revealed unexpected insights. How did you handle it?
Expected Answer: Should demonstrate ability to adjust change strategies based on journey mapping findings, experience presenting surprising results to leadership, and success in implementing solutions.
Mid Level Questions
Q: What tools and methods do you use for journey mapping?
Expected Answer: Should describe various mapping techniques, workshop facilitation methods, and tools for creating and sharing journey maps. Should mention experience with both digital and physical mapping methods.
Q: How do you ensure journey maps lead to actual improvements?
Expected Answer: Should explain how to translate journey map insights into action plans, involve stakeholders in solution development, and track implementation progress.
Junior Level Questions
Q: What are the key elements of a journey map?
Expected Answer: Should identify basic components like touchpoints, emotions, pain points, and opportunities. Should understand the difference between current state and future state mapping.
Q: How do you gather information for creating a journey map?
Expected Answer: Should mention interviews, surveys, observation, and workshop techniques. Should understand the importance of getting diverse perspectives.
Experience Level Indicators
Junior (0-2 years)
- Basic journey mapping techniques
- Workshop participation
- Data collection and analysis
- Basic change management principles
Mid (2-5 years)
- Workshop facilitation
- Stakeholder management
- Journey map creation and analysis
- Change implementation planning
Senior (5+ years)
- Strategic change planning
- Complex project management
- Leadership and mentoring
- Enterprise-wide implementation
Red Flags to Watch For
- No experience facilitating workshops or group sessions
- Lack of stakeholder management experience
- Unable to demonstrate practical application of journey mapping
- No understanding of change management principles
- Poor communication or visualization skills
Related Terms
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