Experiences · Ideate
Operational Journey Mapping
Every smooth guest experience depends on another journey happening behind the scenes.
Talk about your projectHow this works
- 01
Map the operating teamsIdentify the departments and people responsible for running the destination across every major guest touchpoint.
- 02
Trace back-of-house movementMap how operations, ride teams, security, housekeeping, maintenance, F&B and management need to move and service the site.
- 03
Overlay the guest journeyCompare employee and service movement with the guest journey to see where the two systems interact.
- 04
Remove operational conflictsReduce unnecessary crossings, interruptions and servicing activity that could weaken the guest experience.
- 05
Turn the map into planning inputsTranslate the operational journey into requirements for access, back-of-house areas, service routes and operations planning.
What you walk away with.
- Employee Journey Map
- Department Touchpoint Map
- Back-of-House Movement Plan
- Service & Access Requirements
- Guest & Employee Journey Overlay
- Operational Planning Recommendations