---
title: "journey mapping | Skills We Assign For | Azendo"
description: "Journey mapping — the experience between screens, and the Azendo roles assigned for it."
url: "https://azendo.co/skills/journey-mapping/"
---

[Skills](https://azendo.co/skills/) Design and research 

# journey mapping.

Journey mapping documents a user's end-to-end experience across touchpoints and time, including the parts outside the product — emails, support calls, waiting — and what the person is trying to achieve at each step.

## Where journey mapping fits on a long engagement.

The value is in what falls outside any one team's ownership. The gaps between touchpoints — the confirmation email that contradicts the screen, the wait with no status, the handover to support that loses context — are where experiences break, and no individual team sees them because no individual team owns them.

A map built from research is evidence; one built in a workshop from assumptions is a record of what the organisation believes. Both look similar and only the first changes minds, which is why the provenance matters as much as the artefact.

## What an assigned team does with journey mapping.

Maps are most useful when they lead to a specific decision. A large map on a wall that nobody acts on is a workshop artefact, and it is the usual outcome without a defined question going in.

Tying research to a decision that is actually pending is how it earns its place, and it is part of what design capacity is assigned to do under [outsourced design team](https://azendo.co/services/ux-ui-design/).

## What we use journey mapping for.

* Problems between touchpoints found Gaps nobody owns, which is where experiences actually break.
* Maps built from research Evidence rather than a record of internal assumptions.
* A pending decision attached Research tied to a choice, so the map leads somewhere.

## How journey mapping capacity is assigned.

Journey work is assigned inside design capacity, scoped against a decision that is actually pending rather than as a standalone artefact.

## Roles we assign journey mapping for

* [UX Designer UX/UI design](https://azendo.co/services/ux-ui-design/ux-designer/)

## Service lines it sits in

* [UX/UI design](https://azendo.co/services/ux-ui-design/)

Capacity is agreed as a committed monthly capacity across a discipline, not per skill.

## Related in design and research

* [Storybook — skill we assign for](https://azendo.co/skills/storybook/)
* [Maze — skill we assign for](https://azendo.co/skills/maze/)
* [Hotjar — skill we assign for](https://azendo.co/skills/hotjar/)
* [usability testing — skill we assign for](https://azendo.co/skills/usability-testing/)
* [design systems — skill we assign for](https://azendo.co/skills/design-systems/)
* [design tokens — skill we assign for](https://azendo.co/skills/design-tokens/)
* [component libraries — skill we assign for](https://azendo.co/skills/component-libraries/)
* [Figma Dev Mode — skill we assign for](https://azendo.co/skills/figma-dev-mode/)

## Tell us what your roadmap needs journey mapping for.

A service delivery manager replies with the disciplines we would assign, the monthly capacity and what the first month looks like.

[All skills we assign for](https://azendo.co/skills/)