The document shown above is a Journey Map created to map out the experience of two individuals as they utilized their insurance company’s rideshare service for the first time. The two individuals who shared their story to create this journey map are Carmen and Jorge, a senior married couple living in Puerto Rico, and their medical insurance is named Triple S Advantage.
The process of creating this map was started when I asked Carmen and Jorge to share their rideshare story with me. As they were talking I was taking note of the events mentioned as well as their description of their reaction or emotions towards that event. Afterward, I took all that information and attempted to create “main arches” that focused on the key points of the story. After creating these arches, I shared them with Carmen and Jorge to see if they were true to the story they wanted to be told. Then I took their input, revised the arches, and began drafting the design for how the journey map would look. Once again, I took these ideas to them, gathered their input, and made revisions accordingly. I repeated this process until we arrived at the version of the journey map you see above. Out of all the work included in this portfolio, this one was probably the one that involved the most translation work. First, there was the linguistic translation, given that Carmen and Jorge only spoke Spanish and my target audience only speaks English. Additionally, the work involved translating an oratory story into a visual format. The key to ensuring that the narrative remained true to Carmen and Jorge’s experience was the revision process.
I can see this type of process and design being emulated by companies such as Carmen and Jorge’s insurance company to find pain points within their existing systems. By creating several journey maps, all laying out real individuals’ experiences, one would be able to see what parts of the process consistently produce stress for the people utilizing the rideshare service, and then those elements could be remedied or eliminated.