More example journey maps: https://blog.morethanmetrics.com/your-step-by-step-guide-customer-journey-maps/

1. Linus Andersson LINUS ANDERSSON’S JOURNEY
Linus Andersson LINUS ANDERSSON’S STORYBOARD
Linus Andersson BACKSTAGE LANE
Linus Andersson LINUS ANDERSSON'S FILE LANE
Linus Andersson LINUS ANDERSSON’S DETAILED DESCRIPTION
Linus Andersson CHANNEL OVERVIEW
Linus Andersson DRAMATIC ARC
Linus Andersson EMOTIONAL JOURNEY
Moving to a new city
JOURNEY MAP
Example: Government / municipalities
PROJECT
05 January 2019
EXPORT DATE
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Planning and information gathering The first days in the new city Developing routine and habits
Preparations Moving and getting started Finally at home
Finds potential job in new town Gathers information on the new
city
Visits city for the first time Goes to town hall to specify
information
Takes a walk in potentially
interesting neighborhoods
Flies back home and discusses
over final decision with his family
Rents flat Moves to the city Registrations Deciding on school Settles in Recommendations
Citizens' Service office
Front staff employee documents
talk.
Handing out of brochures and
documents
Front staff employee documents
talk.
Linus brings in all papers. Has to
go to different bureaus to hand
those in to the right
departments.
Innsbruck_view
J P G
Meldezettel
P D F
He found a new job on LinkedIn.
Finding a job in Innsbruck satisfies
both his requirements for a good
job and a proper place for his
family to live in.
He tries to inform himself as much
as possible on Innsbruck and tries
to check out the municipality's
official website. Unfortunately
some relevant content is not
translated into English although it
seems to be available in German.
Though he finds some relevant
information on Google but isn't
really happy with it nevertheless
and wants to personally confirm it.
He comes to Innsbruck in spring
and is quite impressed by the view.
The city is lively due it's university
but also have a lot of quiet spots in
and around town.
They have passed Innsbruck once
but he has never stopped by. He
feels assured in the family's
decision to move there.
As he didn't find all the information
he needed on the internet, he
decides to go directly to the town
hall to gather everything he needs.
The front desk employee doesn't
speak good English and some of
the broschures and forms are not
available in English. The can't tell
him where he can find some
support (language, where to hand
in,...).
He takes every brochure he can
get a hold on and hopes to
find more useful information in
those. Most turn out to be more
touristy than helping with the
administrative tasks.
He already saw some nice spots on
the internet and does a stroll
around town to see the different
neighborhoods. Most of the city
seems to be quiet and safe.
Equipped with the new knowledge
he flies back home to finally
discuss everything with his wife.
She found some language buddy
offers on a forum in the internet
and can calm down Linus with this.
They feel prepared, the city seems
to be great place to live for his
family and so he finally confirms
everything with his new employer.
Finding a place to rent finally
wasn't as easy as he thought.
Nobody told him about the tense
situation on the local real estate
market. So they have to spend
more money than planned to find a
flat that suits their needs.
Luckily his new employer was
willing to help in finding a place
and so they already have an
appartement when they finally
move to Innsbruck.
Getting everything packed was
quite a hassle but as they are
family of 4, Linus already saw this
coming.
The boys aren't really happy with
all the changes they have to
undergo and therefore are giving
their parents a hard time.
He somehow knew that there is a
lot of paper work to be done as
soon as they are there but he
somehow still underestimated this.
Luckily his employer allows him to
start on his new job a week later
than planned.
It is really hard to find proper
information on where and when to
hand in the papers. Without the
help of his future colleagues he
would have had to struggle much
more.
On the city's website there is
almost nothing to be found on the
municipality's schools and
especially on the Austrian school
system. Linus feels quite lost here
but as his boys won't be able to
start school before the beginning
of the next semester in September,
they have still some time left to
figure it out. Though he feels quite
left alone on this.
After having solved most of the
bigger issues Linus and his family
finally find time to really settle and
enjoy everything the region has to
offer.
He enjoys his new job and team at
work and his wife was able to find
some other expat friends. The
would love to see more official
offers for connecting with the
locals but as all of the family
member's are very social they
aren't really worrying about
this. Rome wasn't built in a day.
After a few month the Andersson
family already feels at home. As
Innsbruck has an airport visiting
their family back home or being
visited by friends is an easy thing
to do.
They enjoy the mixture of nature
and urbanity and tell their friends
about it. But not without
mentioning the administrative
struggles seemed like not being
worth the effort at first.
They would love to share feedback
with the municipality too but there
are no visible ways of doing so.
Innsbruck official website
Other web ressources (not hosted by Innsbruck)
Broschures (print / official)
Registration forms / files (Innsbruck official)
Face to face (Innsbruck official)
Third parties
Forms / files / contracts (third parties)