Definition: The steps taken within or between locations.
Also referenced as: Journey Map (noun)
These are the moments where confusion, procrastination, self-criticism, and frustration keep us from changing the world.
Practicing information architecture means exhibiting the courage to push past the edges of your current reality. It means asking questions that inspire change. It takes honesty and confidence in other people.
Sometimes, we have to move forward knowing that other people tried to make sense of this mess and failed. We may need to shine the light brighter or longer than they did. Perhaps now is a better time. We may know the outcomes of their fate, but we don’t know our own yet. We can’t until we try.
What if turning on the light reveals that the room is full of scary trolls? What if the light reveals the room is actually empty? Worse yet, what if turning on the light makes us realize we’ve been living in darkness?
Fear is an obvious but elusive partner in these moments. Fear can walk ahead of us and get all the glory, leaving us pondering and restless for more, more, more. Maybe we fear failure. Maybe we fear success. Maybe we fear light being shined our way.
Facing reality is the next step on our journey. In this chapter, we’ll discuss rabbit holes of reality you are likely to have to explore as well as some diagrammatic techniques you can take with you to document what you find down there.
Before we go on, I have to warn you of the many opportunities ahead to lose faith in yourself as you climb through and understand the details of your reality. It can start to feel like the mess wants you to fail in making sense of it. Don’t worry. That thought has occurred to everyone who has ever tried to change something. We all have to deal with reality. We all want what we want and then get what we get.
The rows represent the user’s context (e.g., outside, on the bus, at home). Each point represents an event or a task that makes up the overall journey. Each point is placed sequentially as it relates to the other points.
This example shows events that only involve one person, but journey maps are also useful for showing the movement of pairs, teams, and organizations.
As we move towards our goals, things change and new insights become available. Things always change when we begin to understand what we couldn’t make sense of before. As a sensemaker, the most important skill you can learn is to adjust your course to accommodate new forces as you encounter them on your journey.
Don’t seek finalization. Trying to make something that will never change can be super frustrating. Sure, it’s work to move those boxes and arrows around as things change. But that is the work, not a reason to avoid making a plan. Taking in feedback from other people and continuously refining the pieces as well as the whole is what assures that something is “good.”
Perfection isn’t possible, but progress is.