A clear goal sets the direction for journey mapping in government services. Before listing user actions, teams need to understand what citizens are trying to achieve and why this journey matters. This understanding shapes which actions to focus on in the mapping process. Government journey maps often serve multiple goals. The primary goal might be completing a specific service task, like registering a business. Secondary goals could include understanding regulations, meeting compliance requirements, or connecting to related services. Each goal influences which user actions become important. The scope of actions depends on the journey's boundaries. Teams must decide if they're mapping just the core service process or including preparation and follow-up steps.

For government services, preparation often involves gathering documents or understanding requirements, while follow-up might include receiving permits or additional registrations. Map only the actions that relate to defined goals and scope. This focused approach helps teams identify which steps truly matter for service improvement.