Here 3 books to I use to map and deliver lasting behavior change
When building journeys for our clients - be that a recent Patient Journey, a Citizen Journey or an Employee experience Journey - we always include a behavioral lens, which focuses on drivers and levers.
One tip for you when doing this is to also break those journeys down into different phases, and design to make sure you are accounting for the key moments that happen in that phase
While no journey is perfectly linear, if you make sure to account for supporting people in that specific stage, then it should be fine, even if they are not going from step 1 to step 2 in perfect order.
If you have your behavioral insights ready, then have a look at these to see how you can build an experience and map a journey:
1) Mapping Experiences by Jim Kalbach - a wonderful book, full of so many visual examples (own both Kindle and physical versions) - Jim also has some great courses on Jobs to Be Done and Jobs Mapping, which you should check out, and had a few behavioral journey examples.
2) The Journey Mapping Playbook by Jerry Angrave - gives you a good reference for how to run a workshop if you need to co-create a good journey map.
3) This is Service Design Doing by Adam StJohn Lawrence , Marc Stickdorn, and friends.
Marc recently wrote
"Your users don’t follow instructions. They skip steps, switch channels mid-flow, or get stuck in some Kafkaesque loop involving a chatbot, a PDF form, and a support rep named Steve. But here’s the thing: linear journey mapping is still the standard; and it should be.
Our life is linear. It’s the best way to bring clarity to the mess and to have empathy through a map."
Marc also runs Smaply - a tech company that provides a tool for customer journey mapping & management (check out their resources section, lots of wonderful things to explore)
A journey is meant to be a tool to take action, not a piece of art in an office, don't forget that...