What is a Journey Map?
A Journey Map is a visual representation that outlines a user’s experience with a product or service from start to finish. It details each step the user takes, including their actions, emotions, and pain points. By mapping out these elements, designers can gain insights into how users interact with the product, identify areas of friction, and pinpoint opportunities for improvement.
Key Elements of a Journey Map:
- Actions: Steps the user takes throughout their interaction with the product.
- Emotions: The feelings or attitudes experienced by the user at different stages.
- Pain Points: Challenges or difficulties encountered by the user.
For example, a journey map for an e-commerce site might track a user’s process from landing on the homepage to completing a purchase, highlighting points where users may feel frustrated, such as during checkout. This detailed view helps teams address these issues to enhance the overall user experience.