Mapping the Volunteer Journey: A Strategic Tool for Better Engagement

Have you ever noticed how some volunteers seem to flourish in our organisations whilst others disappear after a few weeks, despite appearing equally enthusiastic at the start? The answer often lies not in what we do, but in how 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.