The 7‑Phase Model
A comprehensive, collaborative system for mapping and improving service delivery
Purpose, Need & Success Definition
"Why are we doing this journey mapping?"
Anchor journey mapping in real problems and outcomes. Prevent mapping from becoming purely descriptive. Meet grant and accreditation expectations for clear need.
Intake Journey Mapping
"How people enter the system"
Make entry points visible and equitable. Reduce confusion, duplication, and emotional harm at the point of first contact.
Assessment Journey Mapping
"How needs are understood and decisions are made"
Make assessment fair, transparent, and timely. Reduce bias and inconsistency in decision-making processes.
Internal Program & Service Delivery Mapping
"What actually happens once services begin"
Fully map internal service delivery, not just intake/referral. Identify program strengths, gaps, and improvement opportunities.
Referral Journey Mapping
"How people transition to additional or external services"
Eliminate lost or failed referrals. Ensure continuity and accountability across service transitions.
Cross-Journey Analysis & Redesign
"What the full system reveals"
Identify systemic failures across the entire journey. Design future-state journeys that address root causes.
Measurement, Comparison & Accountability
"Did we improve—and for whom?"
Prove impact with defensible evidence. Support accreditation, monitoring, and funding requirements.