Purpose, Need & Success Definition
"Why are we doing this journey mapping?"
Objectives
- Anchor journey mapping in real problems and outcomes
- Prevent mapping from becoming purely descriptive
- Meet grant and accreditation expectations for clear need
Key Components & Required Elements
- Problem(s) to be addressed
- Population(s) affected
- Harm or inefficiency occurring today
- Equity gaps or disparities
- Intended outcomes (client, staff, system)
- Baseline outcome metrics
- Baseline experience indicators
- Initial assumptions and hypotheses
Maturity Rubric
Assess your organization's readiness across four levels
No problem statement defined; mapping purpose unclear
Problem statement exists but lacks data support or equity analysis
Problem statement is data-informed with clear outcomes and baseline metrics
Problem statement co-developed with clients; equity gaps quantified; theory of change documented
Sample Deliverables
What a completed phase produces
Key Facilitation Questions
Who defined this problem — staff, leadership, or clients?
What data do we have to support the stated need?
How will we know if the journey mapping effort succeeded?
What equity dimensions must be included in our analysis?
Discussion Prompts
What are we assuming about client capacity?
Where has the system adapted to its own failures?
What would clients say the problem really is?
Are we solving for our convenience or client outcomes?
User Story
As a program leader, I want define the reason for journey mapping so improvement efforts are focused, fundable, and measurable.
Acceptance Criteria:
- Phase cannot be completed without a problem statement
- Outcomes must be defined before moving forward
Accreditation Alignment
Clear program purpose; needs assessment
Statement of Need; target population
Equity rationale and theory of change