Conducting Research to Communicate Insights from Safe Parking Program

Journey map and report

The Lunous team created a journey map based on insights from qualitative interviews conducted with an effort to gain insight into the guest experience at a local safe parking program. The vertical phases represent different stages of being in the program from finding the program to exiting. Throughout these phases, the horizontal rows, or swimlanes, break down the guest experience further into what they might do, think, or feel, including opportunities for staff to impact guest experience. The think and feel swimlanes include direct quotes from guests. The purpose of this journey map is to communicate the current state of the guest experience for this particular safe parking program.

After the Lunous team delivered a journey map detailing the guest experience in that program, staff members were able to quickly get group consensus to have onsite showers. The team also provided a full report detailing key findings and recommendations for staff to consider. Used together, the staff members were able to get a high-level view of the guest experience with the added ability to dig into any section in greater detail. Artifacts like this journey map and report can be powerful drivers of decision-making within a group of people. When staff members of a program can see a distilled yet detailed account of the current guest experience, agreeing on the next step forward can become that much clearer. If your program is interested in chatting with the Lunous team to explore how we might help, whether for a safe parking program or other programs, you can contact the Lunous team.

In addition to the journey map and report, the Lunous team created an article detailing the three key components for an effective safe parking program.