Chapter 5: User Journey Mapping
Chapter 5 of 15
Chapter 5: User Journey Mapping
5.1 Journey Maps
Map user journeys to visualize the complete user experience.
Journey Map Components:
- User persona
- Journey stages (awareness, consideration, purchase, etc.)
- Touchpoints (website, email, phone, etc.)
- User actions and thoughts
- Emotions at each stage
- Pain points and opportunities
5.2 Creating Journey Maps
Create effective user journey maps.
- Define the user persona
- Identify journey stages
- Map touchpoints and interactions
- Document user actions and thoughts
- Identify pain points
- Find improvement opportunities
5.3 Using Journey Maps
Use journey maps to inform design decisions.
- Identify friction points
- Find opportunities for improvement
- Align team understanding
- Prioritize features and fixes
- Measure experience improvements
5.4 Journey Map Variations
Create different types of journey maps for various purposes.
- Current state journey maps
- Future state journey maps
- Service blueprints
- Experience maps