Best Practice for Inclusive Journey Mapping and Diversity in User Participation.

This work investigates how co-creation workshops, in which user journeys and personas are developed jointly with workshop participants, can be made as inclusive as possible for a wide range of participants and thus personas and journeys. The discussion is based on five recent research projects with 28 workshops in total and more than 78 participants, resulting in 31 user journeys and 25 personas. The lessons learned have been summarized as best-practice recommendations for the implementation of inclusive persona work and journey mapping. It is shown that both physical and virtual journey mapping workshops may result in a great diversity of personas and variety of journeys, provided that the participants are highly diverse, that universally designed tools and aids are used, and that inclusive techniques and protocols are followed.