Lived Experience Journey Review
Experience the journey differently
What it is
People experience a journey, not separate buildings, systems and services.
We follow a defined journey from beginning to end to see what works, where people face barriers and where they have to find a workaround.
The review adds a lived-experience perspective to technical accessibility and universal design work.
Why it matters
A place or service can meet standards and still be difficult to use. Looking at the whole journey helps reveal the small barriers that can add up to a poor experience.
- See the whole journey: Understand how separate touchpoints work together from the person's point of view.
- Find hidden barriers: Identify friction, workarounds and accessibility issues that may be easy to miss.
- Understand real impact: See how small problems can combine to create a difficult or excluding experience.
- Focus improvement: Identify the changes most likely to make the journey easier and more inclusive.
What you'll achieve
You get a clear view of what works, where people face barriers and which changes could make the journey easier and more inclusive.
More connected experiences
Identify gaps between physical, digital and human touchpoints so the complete journey works more consistently and confidently for more people.
Practical improvements
Clear opportunities to improve the journey across design, digital, communication, service and operations.
Better-informed design decisions
Evidence from lived experience that helps project and operational teams challenge assumptions and make more inclusive decisions earlier.
Clear view of the journey
Understand what works, where the journey breaks down and where people encounter unnecessary effort, confusion or barriers.
What's included
We follow the agreed journey, review each stage and bring the findings together in a clear report with practical priorities.
Findings discussion
A session to talk through the findings, answer questions and agree the next steps.
Full journey walkthrough
An end-to-end walkthrough of the agreed user or visitor journey, following the experience from planning and arrival through navigation, participation, assistance and departure.
Journey findings report
A clear report showing what we observed, where barriers appeared and what could be improved.
Journey phase analysis
Structured analysis of each journey phase and its physical, digital and human touchpoints, identifying barriers, friction, workarounds and positive experiences.
Who it's for
For organisations that want to improve how people experience workplaces, public spaces, transport, hotels, venues, healthcare or other services.
Customer, visitor and experience teams
For teams wanting to understand what people actually experience across physical spaces, digital channels and human interactions.
Built environment, venues and infrastructure
For stadiums, event venues, public buildings, transport, precincts, workplaces and other environments being designed, commissioned or improved.
What our clients say
The best measure of our work is the difference it makes for the people and organisations we support. Here’s what clients say about working with BlindSpot Solutions.