{"id":41245,"date":"2026-01-16T11:29:36","date_gmt":"2026-01-16T16:29:36","guid":{"rendered":"https:\/\/www.cip-icu.ca\/learning-hub\/action-2025-ss-25-the-role-of-journey-mapping-to-understand-the-experience-of-persons-with-disabilities\/"},"modified":"2026-01-26T10:47:03","modified_gmt":"2026-01-26T15:47:03","slug":"action-2025-ss-25-the-role-of-journey-mapping-to-understand-the-experience-of-persons-with-disabilities","status":"publish","type":"learning-hub","link":"https:\/\/www.cip-icu.ca\/fr\/learning-hub\/action-2025-ss-25-the-role-of-journey-mapping-to-understand-the-experience-of-persons-with-disabilities\/","title":{"rendered":"ACTION 2025: SS-25: The Role of Journey Mapping to Understand the Experience of Persons with Disabilities"},"content":{"rendered":"\n<p class=\"lede\">Understanding complex planning challenges requires deep listening and meaningful, ethical engagement with people with lived expertise. This is particularly true when designing a service or system that people rely on to meet their daily needs. In this case study, a multi-faceted approach to customer engagement brings richness to understanding individual experience on specialized transit. Hamilton Street Railway used both a survey of active customers and customer journey mapping to identify &#8216;pain points&#8217;, highlight root causes, explore suggestions for improvement, and support future integrated service planning.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Understanding complex planning challenges requires deep listening and meaningful, ethical engagement with people with lived expertise. This is particularly true when designing a service or&hellip;<\/p>\n","protected":false},"author":1234,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","learning_hub_category":[137],"learning_hub_tag":[135],"class_list":["post-41245","learning-hub","type-learning-hub","status-publish","hentry","learning_hub_category-video-fr","learning_hub_tag-conference-fr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.cip-icu.ca\/fr\/wp-json\/wp\/v2\/learning-hub\/41245","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cip-icu.ca\/fr\/wp-json\/wp\/v2\/learning-hub"}],"about":[{"href":"https:\/\/www.cip-icu.ca\/fr\/wp-json\/wp\/v2\/types\/learning-hub"}],"author":[{"embeddable":true,"href":"https:\/\/www.cip-icu.ca\/fr\/wp-json\/wp\/v2\/users\/1234"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cip-icu.ca\/fr\/wp-json\/wp\/v2\/comments?post=41245"}],"wp:attachment":[{"href":"https:\/\/www.cip-icu.ca\/fr\/wp-json\/wp\/v2\/media?parent=41245"}],"wp:term":[{"taxonomy":"learning_hub_category","embeddable":true,"href":"https:\/\/www.cip-icu.ca\/fr\/wp-json\/wp\/v2\/learning_hub_category?post=41245"},{"taxonomy":"learning_hub_tag","embeddable":true,"href":"https:\/\/www.cip-icu.ca\/fr\/wp-json\/wp\/v2\/learning_hub_tag?post=41245"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}