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

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, and moments of clarity along the way, creating 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. Working together, participants will create their own journey maps, applying the tool to a real-world service and identifying ways to make that experience more human.

Whether you work in government, a nonprofit, technology, design, or community engagement, no…