explore · Problem Solving, Strategy · 60–120 min · 3-10 people · medium energy

User Journey Mapping for Transaction Scoping

User Journey Mapping helps teams visualize the steps a user takes to achieve a goal, identifying pain points and opportunities for improvement within a specific transaction or service. This method ensures the transaction aligns with the user's broader needs and avoids a narrow, government-centric perspective.

When to use User Journey Mapping for Transaction Scoping

Use this method when defining the scope of a new transaction or redesigning an existing one to ensure it seamlessly integrates into the user's overall journey and addresses their core needs.

What it solves

Siloed thinking, lack of user focus, inefficient service design

How to run User Journey Mapping for Transaction Scoping, step by step

  1. Define the user and their goal. (5 min)
  2. Brainstorm all the steps the user takes to achieve that goal. (20 min)
  3. Arrange the steps chronologically on a timeline. (15 min)
  4. Identify pain points, emotions, and opportunities for improvement at each step. (30 min)
  5. Discuss how the transaction fits into the overall journey and adjust the scope accordingly. (30 min)

Materials needed

  • Large paper or whiteboard
  • Sticky notes
  • Markers
  • Timer

Facilitator tips

  • Encourage participants to think from the user's perspective.
  • Focus on the user's emotions and experiences at each step.
  • Keep the map visual and easy to understand.

Common pitfalls

  • Focusing too much on internal processes rather than the user's experience.
  • Getting bogged down in details and losing sight of the overall journey.

Variations

  • Empathy Mapping to deepen understanding of user emotions.
  • Service Blueprinting to map out the internal processes that support the user journey.

Running it online or hybrid

Use a collaborative whiteboard tool like Miro or Mural to allow remote participants to contribute sticky notes and move elements around the map.

What it produces

A visual map of the user's journey, highlighting key steps, pain points, and opportunities for improvement.

Origin

Adapted from GOV.UK Service Manual — source

Build a session around User Journey Mapping for Transaction Scoping

METODIC places User Journey Mapping for Transaction Scoping inside a complete, timed session plan — agenda, worksheets, facilitator guide and slides — matched to your group and goal.

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