Understanding Journey Mapping as Change Management

Journey mapping serves as a vital tool in driving change within organizations, functioning as both a mapping and management process. It encompasses three primary phases: framing the mapping effort, creating the journey map, and ensuring the sustainability of improvements. The framing phase is crucial as it sets the foundation for success by defining a clear purpose, such as addressing customer churn or enhancing a particular user experience. Establishing a sense of urgency and identifying key stakeholders is essential during this phase, as it ensures that the mapping process is aligned with specific business objectives.