DeveloperWeek 2025

Andrew Schall, ServiceNow, UX Research Leader & Strategist

Allowing organizational fortunetellers to create a future state vision of a journey map is risky because their projections are often based on speculation, intuition, and vague aspirations rather than concrete data and a deep understanding of the current state.

The journey from the current state to the optimal future state can be envisioned as constructing a long metaphorical bridge. This bridge is supported by various foundational pillars, each representing a critical aspect of the progression. These pillars provide the necessary support for incremental solutions to realize the optimal future state.

In this session, you will delve into envisioning an ideal user experience by creating a future state journey map. You will learn how to ground your future state journey map in current realities based on data and user research, ensuring that solutions are practical, actionable, and directly address identified pain points. By following this structured, evidence-based methodology, organizations can successfully navigate the journey from the current state to the future state, building a robust bridge to support ongoing progress, innovation, and adaptation.