Customer journey mapping aims to develop understanding through a process of tracking and describing all the practical and emotional experiences that a group have as they encounter a service. Participants are asked how they felt at a particular stage of a process and their response is plotted on a chart representing a scale of emotions from negative to positive. The Northern Ireland Courts and Tribunal Service worked with partner organisations to ascertain the experiences of victims of domestic violence throughout their involvement with the criminal (and civil and family) justice system.
