 Organizations that strive to be more customer and employee focused are quickly adopting the practice of journey mapping. But as more and more people with a diverse background are getting into the practice, this brings a new set of challenges. In this video, you're going to learn about a tool called journey tiles, which will help you to successfully guide people who have less experience with journey mapping around some of the common pitfalls and help you to encourage the less outspoken people to still contribute to the process. Let the show begin. Hi, I'm Mark and welcome to the service design show. This show is all about empowering you with the most effective skills and strategies that help you to design services that win the hearts of people and business. And it won't surprise you that one of those skills is the practice of journey mapping. And in this episode, I'm going to hand over the conversation to Lucas Alamos from Sydney, Australia, who will guide you through a tool called journey tiles. If you have a service design tool, method or framework that you'd like to share with the service design community, just send me a message. That's exactly what Lucas did. And now we're here. So let's take a look at journey tiles. Lucas, take it away. Hello there. My name is Lucas from Musketeers, an employee experience design agency here in beautiful Sydney. Today, I want to share with you a tool called journey tiles. It's a tool that's going to help you and your team to be able to do journey mapping better, especially with people who who aren't very experienced in design. What I want to cover today is what are some of the problems that we've encountered working with organizations in journey mapping. And I want to walk you through an example of what it's like to work with the journey tiles. So let's get started. Okay, let's talk about why we created journey tiles. What were some of the challenges that we were facing when we were journey mapping? We love journey mapping. In our organization, we use it all the time when we're helping organizations to map out a particular stage of the employee journey. Think about onboarding or performance management, or when an employee leaves the organization. So we use journey mapping together with clients all the time. And we love it. But one of the there were two key issues that we've encountered that led us to build the journey tiles. The first one is that design is becoming super popular across all organizations. And you're having a whole lot of people jumping in and giving it a go, which is great. But they don't have a background in design necessarily. And so you end up getting a number of different common mistakes. So one of them, as an example with journey mapping, is that people get stuck mapping a process as opposed to mapping experiences. And so basically you end up losing a whole lot of empathy from the journey map. And you lose a whole lot of understanding of what the experience is like for the users. So that's one issue that we wanted to tackle. New people to design who don't necessarily have a lot of depth in how to journey map. So we wanted to solve that issue. The other issue is when we were working with clients in a workshop setting, and we've got a whole lot of people together, whenever you've got people together, you end up with group dynamics. And so what we would end up seeing is that there would be someone at the front who's doing a lot more of the talking. There's many people who are kind of sitting around not contributing much. They don't want to look stupid. They don't want to say the wrong thing because it's not something that they've done before. And so we wanted to create something to solve both of these issues. And so JourneyTiles helped us to create something with a lot more guidance. So people who don't necessarily know much about journey mapping could work through the exercise a lot faster and better. But we also wanted to create a tool that increased the amount of empathy and made the process of journey mapping a lot more efficient and effective. So let's have a look at the JourneyTiles. JourneyTiles are a set of three modular tiles that can be printed and used to map a journey more efficiently and effectively. And this is what they look like. And there is a beginning tile, middle tile and closing tile. And you can basically print as many of those as you need to make the journey however long or short as you need it to be. So let's go through the different parts of a JourneyTile. At the very top, you can write down the project that you're working on. Then you can see in the middle there's a circle, which is where you capture each of the stages of your journey. And then you've got five main areas across the tile where you've got some guidance around what to be capturing as you look at this stage. The first one is activities. What's the user doing at this point of the journey? What actions are they taking? Then we've got goals and desires where we want to capture what does the user want? What do they need? What are they trying to achieve? Then we want to capture what are the tools and resources that the user is interacting with at this point of the journey. Then we capture the emotions that they are experiencing at this point of the journey. And lastly, we capture the risks and opportunities where it gives us an opportunity to reflect on this point of the journey and see if we have any insights that we need to take into account, any risks for a negative experience, and any opportunities for how we can make this part of the journey better. When we're working with a group to complete the JourneyTiles, there are four main steps that you need to follow. The first one is to create the user. And for that, we use Lego. One of the reasons that we use Lego is that it builds empathy. It's an opportunity to connect with the user that we're mapping the journey for. And so what we do is we bring everybody together in the group, we give them pieces, Lego pieces, and we ask them to discuss characteristics of the user. So in our example of a new hire, we connect with the fact that they don't know anything about the organization who they're working with. We discuss if it's a graduate that they're new to working life. So we connect with the user and we put together the user with pieces that best represent what that user looks like. So that's step one. Once we've got a character and everybody's connected with that, we go into step two. Step two is to name the stages of the journey. And in our example of the first day, we've named them very simply just for the sake of the example. Stage one arriving, stage two during the first day, and lastly, stage three leaving. And we want to name these stages of the journey very quickly. We don't want to get stuck on a lot of the details. Because these are modular, we can just add new steps, new stages, if we need to. But the whole purpose of what we're trying to do is to name them quickly and to get small groups working on these, which is what step three is. So typically, we want the small groups to be about two to three people. And we give them one of these journey tiles for that small group to complete. So then they can all break up and they're all working at the same time on a different part of the journey. One of the things that's really important with a group dynamic is to provide opportunities for everybody to contribute. And people are a lot more comfortable to share their opinions and their thoughts when they're in a smaller group than in a bigger group. So that's step three to break up and to complete their journey tiles. Step four is where we come back together and we walk through the whole journey and everybody can contribute. So let's now get into completing one of these. Let me show you what that looks like. Okay, so let's fill in the first journey tiles. So we've gotten together in our small team. We've been given the first stage to fill in. We've got the little user that we created earlier. And so then we start discussing and we start walking through our user through this first part of their experience of the first day, which is arriving. So in our example, we've just said that they need to drive or park or use public transport. They need to walk up and use the intercom to get into the building in our specific example. They need to talk with the reception to let them know that they're there and they need to meet with the manager. And so those are some of the activities that our user needs to do and it's a good idea to put them in the center there. And so what are some of the goals and desires that our user is needing to do? They want to look good. They want to not just look physically, but they want to not be making mistakes. They want to arrive on time. And they want to basically start working. They want to start get things moving in their first or one of the first few jobs for our user. And one of the other key things that they want to do is they want to see where they're sitting and working. What are some of the tools that they have to deal with? If they're going to park, they've got to drive there or get there with public transport. They need to use the intercom to meet up. They need to use the instructions email for their first day that we would have sent them earlier. And they need to sign in when they get into reception. What kind of emotions are they feeling? Of course, they're going to be anxious. They're going to be curious about what's in store. Curious and excited. But they're going to be obviously nervous as well about what the day will hold and how they will do, will they be able to do a great job. So then when we think about the risks and opportunities and in here you can also capture insights. And so we identified that, hey, this is a new hire but we're getting them to sign in. So we're treating new hires as a guest because they don't have their pass or their login details to get into the building. We're treating them as a guest when they're really now part of the family. So that's an opportunity for us to look at. We can we can let them know that there's parking in the building and we can give them a code. So that's an opportunity. And a key risk is that they might not find somewhere to park if they're driving and that basically the other risk is that they might feel that that very first experience is a little bit cold because in this building you have to go through an intercom where you'd normally use a pass. So that is how we complete the first tile, our tile in our little group. So the next stage would be to get together with everybody else and bring that together. Now that we're all back together as a bigger group, each small team can share and walk through what the experience is, what they believe the experience is like for their user and you can walk them through and each small team can share in turn with the rest of the bigger group. And this way it's also an opportunity for the bigger group to add insights and to share what they see as opportunities and risks and things that need what other things need to be considered. So that is how you use the journey tiles. I hope that that was useful for you. Download your copy at our website, we are musketeers.com. Thank you. Have a great day. If you haven't played around with the journey tiles yet, don't wait too long. Just download them using the links in the description of this video. And if you have a service design tool method or framework that you'd like to share with the service design community, just as look us did, just send me a message. Now as a service design professional, of course, you need to keep learning about the latest tools that are coming out and how to use them effectively. That's why I've created this playlist for you with all the tools. So click this next video and I'll see you over there.