Understand the Present, Design the Future: A Journey Mapping Workshop

Learn how journey mapping uses human-centered design to improve customer experience, uncover barriers, and drive change. Designing for the future starts with understanding the present. For millions of people, that means navigating public services that were not built with their needs in mind. Journey mapping is a human-centered design tool that helps teams understand what people experience before, during, and after interacting with a service. It captures not only the steps in a process, but also the emotions, barriers, workarounds, and moments of clarity along the way. The result is a shared understanding of where systems break down and where meaningful change can begin. In this hands-on workshop, participants will learn the fundamentals of journey mapping and explore how it can improve customer experience, build empathy, and uncover opportunities for change. Civilla designers will share examples from real projects with public-serving institutions, highlighting how journey maps help teams better understand…