About the journey map

The NYC Well journey map is a visualization of the steps that a user takes, over time, when interacting with the service.


A journey map may show how users actually access a service now or—as is the case with the NYC Well journey map—propose a future state of service delivery, when a service has been optimized to respond to user needs. 

Journey maps document multiple phases or stages of the user journey, as well as different delivery channels, each of which may be associated with key moments experienced by users or key responsibilities of the service provider. Designers may also use journey maps both to convey findings from research and to outline a theory of how to improve service delivery. 



What's on the Journey Map?


1. Service Phase: When using any service, a user typically proceeds from preliminary awareness to initiation and engagement with the service and (optimally) through an intentionally designed off-boarding process. 


2. Journey Stages: While moving through the generic service phases described above, the NYC Well user will ideally experience seven service-specific stages in their user journey.


3. Service Touchpoints: Users interact with NYC Well through a series of ‘touchpoints.’ Depending on a user’s needs and the channel they use to access NYC Well, they may interact with NYC Well’s personal representatives, dynamic web or IVR systems, static materials or ads, or with third-party systems or representatives.


4. Current User Experience: User research—with NYC Well users and other members of the public, MHA and City staff, and front-line providers—revealed bright spots and pain points in how New Yorkers use and perceive the NYC Well service journey now.


5. Key Service Responsibility: NYC Well has a key duty to users at each stage of their service journey.


6. Service Design Prompt: These design prompts, which relate to touchpoints at each stage, are intended to help service and product owners explore how NYC Well might better respond to the service’s key responsibilities and the user experiences identified through research.


Are you designing services for mental health? Download the journey map or learn more about using the tools.