What is a User Journey Map?
A user journey map is a visual representation of the steps a user takes during their interaction with a product or service. It illustrates the user’s experience, emotions, and pain points at each stage of the journey.
Components of a User Journey Map:
- Stages: The key phases of the journey, such as discovery, consideration, purchase, and retention.
- Touchpoints: Specific interactions the user has with the product or service, like visiting a website or contacting customer support.
- Emotions: The user’s feelings at each stage, which can highlight satisfaction or frustration.
- Pain Points: Challenges or obstacles the user faces during their journey.
By mapping out the user journey, designers and stakeholders can better understand user behavior and identify areas for improvement.