Untangling complex systems through human experience.
Sustainable, impactful change only happens when the people receiving services are central to how those services are designed, delivered, and evaluated. At Fuselight, we specialize in person-centred journey mapping through a facilitative process to translate lived experience into clear, accessible maps and reports that anchor decision-making in real-world insights.
A Framework of Care and Clarity
Our methodology is built on 15 years of mapping journeys through complex health and social systems. We follow a process that prioritizes:
→ People with Lived Experience: We support safety, honesty, and equity by gathering people with lived experience in distinct, focused sessions. Learn more about “patient”-only journey mapping here.
→ Facilitation & Co-Design: We co-design an approach that prioritizes the people you’re engaging and supports a safer space. When working with Indigenous communities, we collaborate with Indigenous facilitators and Elders to ensure the process is relational and co-designed.
→ Strategic Scoping: We don’t believe in “nice-to-have” projects that sit on a shelf. We work with you to define the purpose, boundaries, and desired outputs to ensure the feedback gathered leads to tangible change.
Flexible Formats
There is no “one-size-fits-all” approach to mapping. We tailor our format to fit your participants, your budget, and the context of your project.
→ Live Facilitated Sessions: Co-created in real-time, these sessions bring together focus groups of people with lived experience to map out the journey in real time.
→ Interview-Based Mapping: The journey is developed over a series of interviews or surveys with people with lived experience. It’s ideal for when you want to gather input from a very large group of people to synthesize both qualitative and quantitative input.
→ Hybrid Engagement: Combining the quantitative power of surveys with the deep storytelling of live facilitation.
Beyond the Map: Final Deliverables
The map is a high-level visual summary, but it’s just the beginning. We provide a comprehensive suite of deliverables to ensure the work has a “long life” within your organization:
→ Companion Reports: Including anonymized insights, participant quotes, and strategic recommendations.
→ Multimedia Integration: The journey map can be translated into animations, social media assets, and presentation decks to broaden the reach of the work.
→ Action Planning Sessions: Optional facilitated sessions to move leadership from reflection into decision-making and ownership.
The Journey Mapping Handbook
Every project is guided by our 45-page Journey Mapping Handbook. This is a comprehensive framework for centering lived experience with thoughtful facilitation. This isn’t just a “how-to”; it’s a strategic guide for ethical, high-impact systems mapping.
The handbook includes:
→ Ethical Frameworks: OCAP® principles, TRC responsibilities, and trauma-informed practices.
→ Strategic Scoping: Tools to define your project’s boundaries, identify the right participants, and ensure the final map leads to tangible action.
→ Facilitation Blueprints: Key prompt questions, a sample agenda, and supply lists for running high-impact sessions.
→ Visual Facilitation Options: An overview of different formats for maps, from Swim Lanes for clinical pathways to Metaphor-Based layouts for emotionally resonant storytelling.