Understanding Services

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Understanding the Service System Journey-

Journey Mapping is an effective evaluation tool for capturing the end-to-end interactions of  a specific system’s interconnected services. This outward focused evaluation approach helps to expose service gaps from the perspective of users with lived experience.  When coupled with the WCS Service System Performance Matrix, providers are able to move beyond siloed Organization or Program performance to explore their contribution to an overall service journey made up of individual service components. Traditional Community Service Inventories (CSI) are a common Social Service tool for identifying service gaps. Such an approach commonly uses an “inside-out” or organizational perspective to gather service related data. Although hours of service, program location  and available staff are important for understanding service intentions and accessibility it does little to help service providers understand if the service interactions provide any perceived value or quality for the users. Donella Meadow remind us that simply knowing the parts of a system is not enough to understand the impact of those services on the System’s users. Journey Mapping takes communities beyond quantitative counts into the qualitative world of lived experience using the “outside-in” perspective of the people who interact with your services.

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Domestic Violence (DV) Service System Journey

The 2016 DV UX Journey Mapping Evaluation Project was conducted to identify the service system components and the subsequent performance gaps within the Domestic Violence Service System in Renfrew County, ON. The data collected aimed to answer the following Evaluation questions-

1.What services and supports do women interact with and do key DV service components exist?

2. Do women interact with different services when on a specific DV Journey Type?

3. Do women have different service needs at different points in time when on a DV journey?

DV User Experience (UX) Journey Map-

The DV UX Journey Map contains the aggregated lived experiences of women who have lived with and/or survived abuse in an intimate partner relationship. This System Level Journey Map identifies the main services used by the interviewees as well as the emotional and functional needs identified. Needs play a vital role in the journey mapping process because of the known influence on user’s behaviour and perceptions of a service’s quality and effectiveness in response to the service experience.

About the Data: Of the seven women interviewed, all of them identified service interactions that occurred while living in the home with the abuser (Journey I). A total of six women identified Journey II  lived experiences and less than half of the interviewees (three) identified Journey III related service experiences.

For best printing PDF DV_UX_Journey_Map_2016 results use legal size paper and high quality print settings.

Domestic Violence Related Service Categories Table-

Interviewees identified a total of 61 unique service interactions for a total of 16 DV related service categories.  Please note that only the service codes with an accumulated overall total of three or more interactions were included in the DV UX Journey Map.  list of services

UX Data Report-

The DV UX Journey Map Data Report contains a deeper analysis of the women’s service related experiences. The data includes User Needs, Interaction Phases (point in a woman’s journey when a specified service interaction occurred) and introduces the WCS Service Performance Matrix. DV_UX_DataReport (web)

UX Service System Performance-

The Domestic Violence service system’s core providers and their baseline UX service performance data.      DV_UX_Journey_Map 2017 Performance Report (web)


UX Journey Mapping Data Report Appendix-

“In her own words…” is a collection of quotes gathered during the seven individual journey mapping interviews. The quotes have been  categorized using the 16 project Service Codes and using the unique DV Journey Types (I,II, & III).  Appendix

Journey Mapping is a relatively easy process to learn and implement within organizations or systems of related services. To learn more about Community UX Service Journey Mapping and to arrange a Community training, please contact us!

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