Moments of Truth: Visualizing Beneficiary Experience through Journey Mapping
Session Number: 1633
Track: Collaborative, Participatory & Empowerment Evaluation
Session Type: Demonstration
Tags: design thinking, Developmental Evaluation, Human Centered Design, Systems Thinking, visualization
First Author or Discussion Group Leader: Sonia Taddy Sandino [Co-Founder - Engage R+D]
Second Author or Discussion Group Leader: Cristina Whyte [Research Consultant - Engage R+D]
Third Author or Discussion Group Leader: Bernadette Sangalang [Program Officer - David and Lucile Packard Foundation]
Time: Oct 31, 2018 (05:45 PM - 06:30 PM)
Room: CC - 24
Audience Level: All Audiences
Session Abstract (150 words):
There is growing interest in the social sector in ways to use design thinking to improve programs and systems by putting constituents and beneficiaries at the center. Journey mapping is a powerful tool to analyze and understand how people experience and interact with programs, services, and systems. It can also shed light on gaps and opportunities as well as re-image what an ideal experience might look like. Using two case examples – a systems change planning process and a developmental evaluation - this demonstration will explore how journey mapping can be used to engage stakeholders and constituents in new ways, shed light on opportunities and barriers to progress and tell a visual story about how beneficiaries experience and interact with services or systems. Journey mapping helps beneficiaries share their perspective and brings a human-centered lens to our efforts to strengthen outcomes in the social sector.
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