Mapping the Volunteer Journey: A Strategic Tool for Better Engagement

How do we understand and design the complete experience volunteers have with us, from first contact to long-term engagement?

This is where volunteer journey mapping comes in — a strategic tool borrowed from customer experience design that can revolutionise how we think about volunteer engagement. 

A volunteer journey map is a visual representation of every interaction a volunteer has with your organisation, from their initial awareness of your cause through to becoming a long-term supporter. It captures not just what happens at each stage, but how volunteers feel, what they need, and where they might encounter friction or barriers.