1. Gather and define discovery data to support the journey lens

Compile materials to help define and better understand the target audience. The important considerations here are the core needs and the key tasks that the customer is trying to accomplish. This information is also helpful context in understanding activities and information needs throughout the journey.

Outcome

3. Architect a site structure that mirrors the outcome of the worksop

While the journey map highlights the key pain points and provides a clear path to the solutions that will help positively impact the user experience, the work shouldn't stop there. The final step was to architect a web experience structure in line with insights derived from the process in its entirety. 

2. Conduct a collaborative workshop to map the user journey

Research is not enough to create a useful experience. It is important to get the perspective of stakeholders and segment experts to foster new ideas and discussion around the end goal.