2016 Evaluation Project Highlights User Experience Journey Maps & System Performance

“A shift from thinking about the magic solutions that we can afford to fund and then scale up, to thinking instead about a focus on process and how to enable the service systems to change and operate more effectively.”   Stanford Social Review, 2017


Journey Mapping is an effective evaluation Design tool for capturing the end-to-end interactions of women accessing the related Domestic Violence (DV) System of services. This outward focused evaluation approach helps expose the System from a user’s perspective, to identify the services being accessed and the gaps between the needs or wants of users and the services received.  When coupled with the WCS Service System Performance Matrix, providers are able to move beyond individual performance and move towards monitoring the combined effectiveness of the whole System . Traditional Community Service Inventories (CSI) commonly used in the Social Services sector focus on collecting inside-out service data from various service providers generally focused on operational related data such as,  # of program sites, # of FTE and # of service hours.   Yet the words of 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 from the outside-in perspective of those who use the services.

1). User Experience (UX) Journey Map- The DV UX Journey Map contains the aggregated lived experiences of  women who identified interacting with DV related services while on living with or separate from their abuser (See DV Journey Type I,II & III). The map also contains the identified themes (Needs and Emotional Drivers) that impacted on the overall Service Performance Scores for each identified service interaction. Of the seven women interviewed, all of them identified service interactions that occurred when living in the home (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.

2). 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

3). UX Data Report-The DV UX Journey Map Data Report contains a deeper analysis of the women’s service related experiences. The data includes Needs of Users, 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)

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

4). 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!

Stanford Article Link

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s