SKILL 3 OF 9 · SERVICE DESIGN AND CO-DESIGN
Journey and experience mapping
Laying out what someone goes through, step by step, and how it feels at each step. The map is where the screens come from.
WHERE IT SHOWS UP · PICK A PROJECT
One journey, from selector to plan
- START“I am…” selectorReadiness and intent
- STOP 1Discovery GameOffline, in class
- STOP 2Discovery QuizGateways?GATEWAYSThe seven broad sectors in the MBacc, like Digital or Financial, that young people explore careers through. chosen
- STOP 3Gateway pages, Employer HubReal jobs and routes
- STOP 4Next Steps GuideWhat to do next
- END POINTPlanner BoardWhere the plan lives
The whole learner experience, redesigned
The redesign was built on experience and journey mapping. The MVP experience curve then tracked how the Discovery toolkit felt, phase by phase, from young people’s own feedback in July 2026.
A company’s journey, and an institute’s
An experience map under the service blueprint?SERVICE BLUEPRINTA diagram of a service phase by phase: what the person does, the touchpoints they meet, and what happens behind the scenes to support each step., tracking how it feels for a company at each step. A second journey map?JOURNEY MAPA diagram of the steps someone goes through to reach a goal, with how each step feels to them. came from the knowledge transfer office interview, in the same stage where the challenge was rewritten.
