User journeys

Government services often involve complex paths for citizens. Creating user journeys helps visualize these paths and find moments where services become difficult or confusing.

Key elements to map in government journeys:

• Entry points: How citizens discover and start using services
• Required steps: Essential actions to complete the service
• Decision points: Where users must provide information or make choices
• Wait times: Periods between steps or for approvals
• Exit points: Final outcomes and next steps

Start mapping with one specific user goal. Track each step they take, including interactions with different departments and systems. Note emotional states at each point - confusion, frustration, or satisfaction.

Look for patterns where users often get stuck or need help. These points show where design changes can make the biggest difference. Pay special attention to transitions between online and offline steps.^[1]