We often talk in terms of silos in organizations, where information isn’t readily shared and communication leaves something to be desired. Another way to think of a team who is heads-down working on the overall journey is to imagine swim lanes. Each department is so focused on their own part of the experience that they might not be fully aware of each step a user has to go through to complete the journey. In this episode, Conor Ward, Head of UX and Design at Centrica & British Gas, tells a story of how mapping out the journey to acquiring a quote for boiler insurance revealed some unexpected insights. Jim Kalbach, author of Mapping Experiences, also joins the podcast to share his expertise on the subject of journey mapping.