Stakeholder story mapping

Stories help uncover stakeholder needs more effectively than direct questions. When you let stakeholders tell their stories rather than just answer questions, they naturally reveal important details about their experiences, challenges, and goals. Research shows that narrative approaches lead to richer insights than traditional interviews.^[1]

Think of mapping a citizen's journey through a government service. Rather than asking about specific pain points, invite them to tell the story of their experience from start to finish. Their narrative often reveals unexpected challenges and opportunities for improvement.

Key elements to track in stories:

• Timeline: Sequence of events
• Emotions: Feelings at different points
• Challenges: Obstacles encountered
• Workarounds: Solutions they created
• Interactions: Touchpoints with services

Let stories flow naturally. While staying focused on relevant topics, avoid interrupting the natural flow of conversation with too many questions.