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Moments of Truth: Visualizing Beneficiary Experience through Journey Mapping 

12-10-2018 13:09

There is growing interest in the social sector in ways to use design thinking to improve programs and systems by putting constituents and beneficiaries at the center. Journey mapping is a powerful tool to analyze and understand how people experience and interact with programs, services, and systems.  It can also shed light on gaps and opportunities as well as re-image what an ideal experience might look like. Using two case examples – a systems change planning process and a developmental evaluation - this demonstration will explore how journey mapping can be used to engage stakeholders and constituents in new ways, shed light on opportunities and barriers to progress and tell a visual story about how beneficiaries experience and interact with services or systems.  Journey mapping helps beneficiaries share their perspective and brings a human-centered lens to our efforts to strengthen outcomes in the social sector.  

This interactive demonstration will explore practical considerations and different scenarios for using journey maps to surface new insights, engage participants, and ensure a human-centered approach to learning, evaluation, and continuous improvement. Using two case examples – a systems change family engagement initiative and a developmental evaluation - the demonstration will explore how journey mapping can be used to (1) engage stakeholders and constituents in new ways, (2) shed light on opportunities and barriers to progress and (3) tell a visual story about how beneficiaries experience and interact with services or systems. It will engage participants in a rapid and real-time journey mapping simulation by exploring the role of evaluators play in speaking truth to power. Key learning questions addressed in this session include:
• What’s the value of journey mapping and how can it be applied to different types of planning and evaluation projects? 
• How can journey mapping test our assumptions and surface truths about the beneficiary experience? 
• What are different methods and strategies for engaging constituent voice? 
• What do journey maps look like and how can they be used to support learning and ensure the experience of beneficiaries is front and center?

Participants will leave the session with experiential insights and ideas for implementing this technique in their own practice. 

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Moments of Truth: Visualizing Beneficiary Experience thro...   7.07MB   1 version
Uploaded - 12-10-2018
There is growing interest in the social sector in ways to use design thinking to improve programs and systems by putting constituents and beneficiaries at the center. Journey mapping is a powerful tool to analyze and understand how people experience and interact with programs, services, and systems. It can also shed light on gaps and opportunities as well as re-image what an ideal experience might look like. Using two case examples – a systems change planning process and a developmental evaluation - this demonstration will explore how journey mapping can be used to engage stakeholders and constituents in new ways, shed light on opportunities and barriers to progress and tell a visual story about how beneficiaries experience and interact with services or systems. Journey mapping helps beneficiaries share their perspective and brings a human-centered lens to our efforts to strengthen outcomes in the social sector.