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S tage 1: Understand Problem to Grasp Desirability ◾ 41
3.4.2 Current Journey Example (Figure 3.8)
Figure 3.8 Current journey example.
3.4.2.1 Guidance
Session Lead
Ask the team to write all the steps the user does in his/her journey.
◾◾ List the steps the user takes in the context of the problem space.
◾◾ For each step, identify touch points, which are systems, resources and
people that the user relies upon to perform that step.
◾◾ Then go through the user’s emotional state of mind while performing
each step.
◾◾ Give red and green voting dots to participants and ask them to high-
light pain points and moments of truth.
◾◾ “Moments of truth” are the points where the user is most susceptible to
emotional influence.
