This is a story about a day-in-a-life with Sashi and Ajeet. It’s a story about a loving mother and her 18 year old, non-verbal, autistic son, Ajeet. We enter into their life using a morning-to-night snapshot of the activities they share together with two younger sisters. Sashi wants to see Ajeet employed to give him purpose and routine. She does not know how she will find the time and how to begin the process. (Click on the title of this blog to see the Journey Map or head to my LinkedIn page to see it).
My client consisted of a group of services providers involved in improving local employment programs to assist clients with developmental (dis)abilities. They wanted to improve the current process and understand some of the barriers to employability. A journey mapping exercise was chosen as the best tool to provide participants deep insights on the day-to-day challenges faced by different client profiles. We developed three different scenarios. This blog is about Sashi and Ajeet. The details seen on the journey map was generated by case workers and local service providers.
Journey mapping is an excellent tool to use when you do not have direct access to interview data. It serves as an anchor instrument to assist in decision-making on how best to serve a specific demographic profile. We apply Human Centred Design (HCD) thinking to help reframe how we solve problems. By placing people we serve back in the centre of the conversation we are one step closer on determining where we place our resources for the next 1-3 years.. It builds empathy and deep insights on the people you serve or want to serve.
Journey maps are customized to meet the needs of an organizational opportunity or challenge (increase budget, consolidation of services, etc…) or to improve the viability of a program that isn’t getting the results it wants. Regarding this client, we also produced two more maps with typical profiles seeking employment. These journey maps were actively being developed in the room along with the one featured here. Instead of “A Day in A Life” technique we mapped the employment journey from pre-employment, employment, right on through to retirement and garnered some helpful insights.
Whether you are looking at improving the user experience in a senior centre, a classroom with students with special needs, an addictions program, housing for the unsheltered, or a victim experience with the police, journey mapping will not disappoint.
Final note, Sashi and Ajeet are personas and designed to reflect a specific challenge faced by this sector. More about persona development in my next blog post.