Tomorrow's User Journey

What could it be like?

Overview

After defining your concept, it’s time to imagine how it will change the user’s experience. This tool helps your team visualise a future journey—what a user will do, feel, and encounter if your service proposal becomes reality.

By walking through each step of the improved experience, you can better explain your concept, test it with users, and spot areas that need refinement before prototyping. It builds directly on your earlier journey maps and ideas, but looks forward.

Open in Google Slides Open template in Google Sheets

⏱️ Time: 60–90 minutes

👫 Participants: Mixed group (Core project team + staff involved in service delivery / users engagement + user representatives if possible)

🛠️ Materials: Tomorrow’s Journey template, Concept Canvas, Today’s Journey map

Input

Before completing this canvas, ensure you have completed the following steps:

Re-FramingService Concept

Context

Use this tool after defining a concept idea. It’s the first step of prototyping and testing, to articulate how things will feel different for users. It can also help communicate your vision to internal stakeholders or decision-makers.

Recipe

1

Fill out the left column

• Service concept: Describe your concept in 1–2 sentences from Service Concept

• Persona: Select the user this journey reflects from your persona work

• Challenge: Describe user's need or problem this journey is responding to from your "How might we...?" question.

2

Map the future journey

Go step-by-step through the experience:

• Before: What does the user know or feel before interacting with the service?

• During: What are the steps or interactions as they use the service?

  • Include physical or digital interactions, conversations, forms, or tools

  • Multiple steps can happen in parallel

• After: What happens once the journey ends? What outcome do they experience?

3

Detail user actions and emotions

For each step, describe:

• What does the user do?

• What are they thinking or feeling?

• What might surprise or help them?

4

(Optional) Add simple visuals Use arrows, stick figures, or icons to help communicate the journey when sharing it with others.

5

Gather feedback from colleagues or users

Present your new journey to colleagues or users, and invite feedback using the following structure:

• Reflect silently:

  • Who is this journey designed for? Is it inclusive of different user types or needs?

  • What seems to work well? What might be missing or unclear?

• Share comments:

  • Start with one positive point

  • Then, ask clarifying questions

  • Offer constructive suggestions (e.g. “Have you thought about users who...?”)

Encourage note-taking and open discussion. This feedback will help you refine your journey or concept.

Results

A clear and concrete representation of the user’s future experience under your concept. It helps ensure that your idea is grounded in user reality and ready to move toward higher-fidelity prototyping.

Tips

• Focus on how the user's experience improves compared to today

• Be specific about the sequence and channels (e.g. “receives confirmation email”, “visits local office”)

• Don’t design a perfect journey—design one that’s realistic and testable

• Use this map to check: Are pain points from Today’s Journey addressed?

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Share Your Experience

We'd love to hear how you're using this tool! Please share your examples and feedback to inspire others and help improve the Booster. Submit your example today and be part of our community.