Background

As UX lead on a schools assessment data visualisation application project, I created a hybrid of a process map and a customer journey map in order to simplify many facets of information about the year-long results analysis process schools conduct to make teaching and learning improvements.

The hybrid process/ journey map

While customer journey maps focus on the customer journey, this map focuses on the process and the many roles involved in it and a whole lot more. Process maps can be a bit dry; they can’t be really used as a tool to evoke empathy. That’s the reason I decided to take many an element out of the customer journey map and merge it with the process map, which resulted in the creation of this hybrid process journey map.

Outcome

Besides working an effective medium to communicate the process and its pain points to stakeholders, I also used it to confirm my understanding of the process with customers who had agreed for follow-up research and validation exercises. They found it it to be an accurate encapsulation of the process while being easy to understand at the same time.