User Journey Maps: Macro level views of the learning experience

Diagnosing Friction in End-to-End Systems

Effective learning design requires zooming out. Before developing a training module, it is critical to understand the entire ecosystem a user navigates. Journey mapping provides this macro-level view, revealing the gap between how a system is built and how a human actually experiences it.

By charting specific touch points, emotional curves, and structural bottlenecks, these maps transform invisible friction into actionable data. The case studies below demonstrate the application of this human-centered design approach across two very different environments:

Case Study 1: The Candidate Experience. An enablement audit of the current hiring process, identifying systemic bottlenecks and proposing performance support tools to optimize the candidate experience.

Case Study 2: The University Transfer Experience. An analysis of the complex academic transfer process, identifying barriers to access and driving the redesign of an orientation program for non-traditional learners.

Whether navigating an enterprise hiring loop or a complex university system, the goal remains the same: utilizing design thinking to build equitable, accessible solutions that prioritize people over process.