Map One Actor, One Scenario
Frame a journey map around one actor and one scenario so the map can drive service decisions.
Principle: The map gets sharper when the actor and scenario get narrower. The Move Before adding phases or sticky notes, write the actor and scenario at the top of the map. Ask: who is this about, what are they trying to accomplish, and what expectation shapes their experience? Why It Works Journey maps organize evidence into a narrative. One actor prevents competing perspectives from collapsing into mush. One scenario anchors time, channel changes, emotions, and opportunities. When you need multiple perspectives, create multiple maps and compare them deliberately. Practice Lens If a note on the map could belong to three…
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