ABSTRACT
The success of a workplace depends on the quality of the experience provided to its users. We can look at experiences as “the way that something happens and how it makes you feel” (Oxford English Dictionary, 2013). Workplace experiences result from physical and digital spaces’ characteristics, interactions with other humans and objects, and the users’ emotional and cognitive conditions during work. Design disciplines like User Experience (UX) and Service Design manage these conditions through comprehensive visualisations of services and physical or digital interactions. The key method used for this purpose is journey mapping (JM)
JM focuses on describing an experience from the unique point of view of the user. It is grounded on data coming from user research and analysis of the current state of a product service or environment. For this reason, it is also an important strategic resource for organisations to make informed decisions. This chapter starts from the observation that JM is not an established method in workplace design and management projects. To encourage its wider application we will analyse a workplace case study where JM is applied and compare it with literature and established knowledge on this method. This chapter fosters the adoption of an experience design mindset in the field of workplace design and management, and suggests how to apply JM for workplace transformation practically.
