Playbook

Use this play at the start of a project. You can map a current experience or design a future one. The main outcome is a visual blueprint of the full system and a clearer sense of where to focus research or improvement.

Plan for a two-to-three-hour workshop. You can also split it into shorter sessions or refine it over time. 

What it is

This play is a structured way to map a service from start to finish.

First, you outline each step a person takes when using the service. Then, for each step, you identify what happens behind the scenes. This includes staff actions, systems, policies, data, and handoffs.

The result is a visual map of the full experience. It shows both what the public sees and what supports it internally. It also highlights pain points, risks, and operational constraints. 

View full size image of Four columns of rectangles represent steps of a process. At the top of each column is the step. Underneath the step are actions that happen behind the scenes.

Use this play early, before choosing a solution. It helps you understand the system before you try to change it.

Do not use this play after a solution is already decided. That can lead you to force your idea into the map instead of learning from the system. 

How to use it

Who you'll need

• One facilitator or person responsible for this work 
• Frontline staff
• Subject matter experts
• Program or team leads
• Start with a small core group if needed. You can review the draft with others later. 

What you'll need

• Set up a shared workspace such as a digital whiteboard or shared Kanban-style list.
• Clarify the scope of the journey you are mapping.
• If helpful, draft a rough version of the journey in advance so the group can react to it. 

Steps

1. Define the start and end points by asking …
   • What is the first step a person takes within our project scope?
   • What is the clear end point?
   • Write these down before mapping the middle. 
2. Map the user journey in a straight line by asking …
   • What happens next?
   • Keep going until you reach the end point.
   • If there are multiple paths, summarize them briefly and keep moving forward. Do not turn this into a decision tree. A blueprint shows how a typical journey unfolds over time. 
3. Add what happens behind the scenes by asking for each step in the journey …
   • Who is involved?
   • What systems or tools are used?
   • What policies or rules apply?
   • What data is created, reviewed, or shared?
   • Where do delays, confusion, or errors occur? 
4. Identify risks and pain points by looking for …
   • Gaps in ownership.
   • Manual workarounds.
   • Delays or bottlenecks.
   • Policy constraints.
   • Unclear handoffs.
   • Mark all of these things clearly. 
5. Validate the blueprint by asking stakeholders …
   • What is missing?
   • What is inaccurate?
   • Update the blueprint based on feedback. 

What to produce

• A visual blueprint that shows:
  • The full user journey from start to finish
  • The people, systems, and policies supporting each step
• A clear list of risks, gaps, and pain points 

What decisions you'll make

• Where to focus research
• What problems to prioritize
• What constraints must shape future solutions 

You're done when

• The full journey is mapped from start to finish.
• Each step includes the supporting people, systems, and processes.
• Key stakeholders confirm the blueprint is accurate.
• The team can clearly explain where the biggest risks or pain points are. 

Resources

• Digital whiteboard (Blueprint) (City staff only)
  A Microsoft whiteboard for mapping a service with your team. Use it to lay out steps, touchpoints, and roles in a live session.
• Kanban list (Blueprint)  (City staff only)
  A board-style list that tracks each part of the service. Use it to organize steps and move work as you learn more.
• Spreadsheet (Blueprint) 
  A table you can fill in at your own pace. Use it to list and sort each part of the service in one place.