We started with user interviews of the target group to determine their experiences with the current process. It became clear that there is no same way to marriage registration. Many user journeys appear to be similar, but each is somehow individual. A strong desire for planning security, standardized processes and individual solutions was found among all users. A customer journey visualization demonstrates which stages users are currently going through on their way to a successful marriage application. This enabled workshop participants to sympathize even further with the hurdles faced by users.