A User Journey Map (User-Journey Map, Customer-Journey Map or User Journey Mapping) is a visual representation of the steps a user takes to achieve a specific goal while interacting with a product, service, or interface. This mapping process involves extensive user research and behavioral analysis to document pain points, motivations, and touchpoints across different stages of the journey. User journey maps help UX designers, product managers, and stakeholders gain insights into the user experience and identify opportunities for improvement.
Definition: User journey mapping is a fundamental UX research technique used to understand and enhance user interactions. By illustrating the user’s path from start to finish, journey maps highlight key moments of engagement, friction, and opportunities for optimization.
A user journey map typically includes:
Personas – Representing the type of user experiencing the journey.
Touchpoints – Points of interaction between the user and the product/service.
Emotional States – Identifying frustrations and moments of satisfaction.
Pain Points & Opportunities – Areas for UX improvements and enhancements.
User journey maps are used across industries to improve digital experiences, customer service processes, and business strategies. Whether referred to as a User Journey Map, Customer Journey Map, or Experience Map, this tool is essential in creating user-centered solutions that align with real-world behaviors and expectations.
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