A journey map can include different formats, such as drawings, video, interviews or post-it notes. Choose a style which:
- suits your staff and students
- captures different experiences and reactions to the school library.
What journey maps should include
Each journey map should include:
- the journey maker — who completed the task
- their goal or task — what they wanted to do
- their touch points — how they interacted with people, technology or resources
- what they saw, thought and felt — what they noticed, what they were thinking and how they felt while carrying out the task
- the highlights — things that enabled them to complete the task successfully
- the lowlights — things that made it hard to complete the task.
We've developed a template to get you started. It gets library users to fill in a step-by-step explanation of what they did to complete a task at the library.
Journey mapping template (docx, 120KB)
Using post-it notes makes it easy to line up the steps in a task with how a user felt about it at each point of the journey.
Information you could gather
You may wish to include a few questions to prompt students and staff or, if you decide to interview users, you could use these questions to shape the interview.
- Are you a teacher, student or another member of the school community?
- Why have you come to the library today?
- What steps, from start to finish, did you take to do what you came to the library for?
- What help, resources or technology did you use at each step?
- What feelings did you have while you were doing this — for example happy, satisfied, bored or frustrated?
- Did anything stand out for you during your library visit — maybe something you saw?
- What worked well during your library visit?
- What didn't work well during your library visit?
- What could make your visit to the library better?