Complementing Journey Maps with Situational Frames to Create Actionable Design Spaces.

Abstract

Journey maps convey a holistic view of a process or service and help design teams during the discovery phase to identify participants and pain points along the entire journey. When shifting from the discovery to actual design, designers need more detailed requirements for each design problem and typically restart with traditional use case centered task modeling which ignores the holistic view and the overarching dependencies discovered in the journey map.To bridge the gap between the journey view and concrete requirements for system design, this paper combines situational framing with a socio-technical modeling method (SeeMe-Walkthrough). Each situational frame takes the journey participants and key activities as input, and workshop participants discuss in detail the relationship between roles, tasks and task objects for each individual situation. The resulting models combine the customers’ as well as the organization’s needs and are an actionable starting point for system design.