How can you create a user journey map for library services?

1 Define your scope and objectives

Before you start mapping, you need to clarify the scope and objectives of your user journey map. What is the specific service or process you want to map? Who is your target user or persona? What is the scenario or context of their journey? What are the questions or hypotheses you want to test or validate? Having a clear scope and objectives will help you focus your research and analysis, and define the level of detail and complexity of your map.

2 Collect and analyze user data

To create a user journey map, you need to collect and analyze data from your users, either through primary or secondary sources. Primary sources include methods such as interviews, surveys, observations, or usability tests, where you directly interact with or observe your users. Secondary sources include methods such as analytics, reports, or feedback, where you use existing data or information about your users. You can use a combination of both sources to get a comprehensive and accurate picture of your users' behavior, needs, and expectations.

3 Create a user journey map template

A user journey map template is a useful framework for organizing and visualizing user data. It typically consists of stages, actions, touchpoints, channels, emotions, pain points, and opportunities. For example, a library service might have stages such as discover, access, use, and evaluate; actions such as search, browse, or ask for help; touchpoints such as the website, the app, the catalog, the staff, or the physical space; channels such as the device, the network, the email, or the phone; emotions such as satisfaction, frustration, confusion, or delight; pain points such as lack of information or technical issues; and opportunities to address those pain points or enhance the user experience. You can create your user journey map template using tools like Miro, Figma or PowerPoint or you can use paper or a whiteboard. Additionally you can add other elements to your template like quotes, images or metrics depending on your objectives and audience.

4 Fill in the user journey map template

Once you have your user journey map template, you can fill it in with the user data you collected and analyzed. You can use different colors, shapes, icons, or symbols to represent the different elements of your map. You can also use a scale or a curve to show the changes in the user's emotions or satisfaction along the journey. You can fill in the user journey map template individually or collaboratively, depending on your team and resources.

5 Validate and refine your user journey map

The last step is to validate and refine your user journey map. You can do this by sharing your map with your users, stakeholders, or experts, and asking for their feedback or suggestions. You can also test your map against different scenarios, personas, or assumptions, and see if it still makes sense or needs adjustments. You can use tools such as Mural, Zoom, or Google Forms to facilitate the validation and refinement process. Remember that your user journey map is not a static or final product, but a dynamic and iterative tool that you can update and improve as you learn more about your users and your service.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?