LEARN. PRACTICE. GROW.Concept and mechanism
A journey shows the service from the perspective of someone trying to achieve an outcome. Receiving credentials is one step; completing the first reconciliation is a different outcome. Include discovery, requests, waiting, usage, support, and exit where relevant to the context. Record what the person does, information received, and obstacles encountered. Team boundaries deserve attention: each party may correctly close its request while no usable solution exists. The map is not evidence by itself. Distinguish observations from assumptions and seek people with different usage contexts to validate it.
Guided application
In the case involving 60 platform users, servers are available and accounts are created quickly. Yet half the people need three contacts to complete the first task. Observe several complete journeys and compare day and night shifts. Look for ambiguous instructions, unsuitable permissions, or hard-to-find support without selecting a cause before examining evidence. With two weeks available, select a specific obstacle, change part of the journey, and observe completion and effort again. Adding colors to the map or saving five seconds in an already fast step does not establish an improved final experience.
An “access completed” contact should be considered alongside the first task that access enables.
Common pitfalls
Approved map as evidence; team boundaries as experience boundaries; one fast step as complete success.
Related topics: Markets, needs, and value proposition · Relationships, collaboration, and trust
Follow the person to the outcome and validate the map through observed usage.
Reference: PeopleCert DSV candidate syllabus, Japanese · ITIL 4 DSV; observed JA v1.0.1 (2025 copyright), current EN revision comparison pending