Digital transformation often fails not because of poor technology, but because misalignment between user reality and organisational assumptions goes unseen until it’s too late. In this session, I’ll share a real-world case study (LMS platform) where user/customer journey mapping was used not as a UX artefact, but as a business analysis tool to expose delivery risk early.

By layering current-state and future-state journeys side by side in a live workshop, users and managers were able to surface pain points, gaps, and quick wins themselves. This created shared understanding, accelerated prioritisation, and laid the groundwork for smoother change management.

This session reframes user journey mapping as a powerful, underused technique for requirements elicitation, stakeholder alignment, and transformation success.

Key takeaways:
a. Why user journey maps are delivery risk tools, not just UX diagrams
b. How layering “as-is” and “to-be” journeys exposes misalignment early
c. How user journey mapping accelerates buy-in, prioritisation, and change readiness