Reusable journey maps for the Disruptive Innovators Network

DIN wanted to help housing associations save time by building on each other’s work. Instead of each provider running their own discovery from scratch, DIN asked me to create common journey maps for core services.

I worked on three: repairs, complaints and service charges. Each tenant journey map was built using research, staff interviews and real examples from the sector. I made sure the content was clear and usable for housing staff, not just designers.

The goal was to make journey mapping easier and more accessible. Each map showed key steps, common pain points and opportunities for improvement. They are now available to all DIN members and help providers understand where to focus their efforts.

The maps are also used in service reviews and workshops as a starting point for local transformation and user research.