# Service journey worksheet

## Frame the journey
- Person and goal:
- Start and end:
- Research or operational evidence available:
- People involved in reviewing this map:

## Journey step (repeat in sequence)
- What the person is trying to do:
- Action and channel:
- Information they need:
- What they experience (with evidence reference):
- Team or process supporting this step:
- Handover to the next team or channel:
- Waiting, repetition or failure:
- Assumptions and unanswered questions:

## Choose a next step
- Handover or barrier to investigate:
- Why it matters to the person:
- Evidence still needed:
- Who needs to be involved:
- Small change or trial to explore:
- How we will judge whether it helped:

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Cumulative · Map a journey across teams and channels
Guide: https://cumulative.com.au/resources/service-journey

A workshop map is a starting hypothesis unless it is grounded in research. Label assumptions and avoid presenting one person’s journey as everyone's experience.