Citizen Journey Mapping

Citizen Journey Mapping icon
How do users interact with you?


Understand how citizens interact with your agency and how your current site performs for your various personas.


  • What do my users see?
    We examine realistic situations based on your personas. People are trying to access various information from your agency based on their individual need. Does your content deliver?
  • Stress Cases
    We can’t always imagine our users in the perfect situation with plenty of time. We talk about “the crisis persona” and how distress affects a user’s experience.
  • Citizen Journey Mapping
    We identify each stage of citizens’ interactions with your agency, defining their goals, actions, emotional state, thoughts, and touch points for each.

What You'll Get

  • Further development of your personas and empathy map
  • A customer journey map for your agency


You must take Personas before attending this class.