What it is: a view of how the humans in your experience go through life

When to use it:

When you want to share out research insights on how the current state is or the future state could be
As a tool during ideation to stay grounded in the needs and mental models of the humans involved

How to use it:

You can start filling out whichever swim lanes feel you know most clearly
Be open to adjusting what is considered a “step” or a “phase” based on what you learn about how the humans involved think about an experience - it can sometimes be different than how a team internally breaks down a process
Gaps are ok! It gives you a clearer sense of prioritization for what to go and learn next

This works great with

Service blueprints - service blueprints gives you a cross-section snapshot of your flow and who is involved in making it happen. Journey maps give
Assumption maps - assumption maps put your consumer sentiment / persona / end user stories into conversation with internal business motivations