Check whether the outcome improved
Set map checks
Require a named user path, start and end, stage definitions, source link, confidence, handoff owner, wait, and outcome for each key stage. Include a check that internal process steps are labeled separately from user experience.
Compare source cases
Apply the map to ordinary and exception journeys, including assisted and abandoned paths. Record missing transitions, contradictory timing, and different channel behavior. Ask a person familiar with the journey to explain the map without coaching.
Record usable scope
State which decisions the map can inform and which need more evidence. Preserve disputed versions or segment paths where combining them would hide a barrier. Add a review date when a service or user context is changing.
What to carry forward
The verification record should include map checks, cases, stage ownership, exceptions, and decision scope. Use the map only for the paths it represents. Keep a research follow-up when unresolved stages could change an opportunity or exclude a user group.
Technical background: GOV.UK user research guidance.
Keep the decision with the work.
Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.
Create an account See the product workflow