Journey Mapping

  • research methods

Journey mapping is a UX research method that involves visually mapping out the user's experience with a product or service. It is used to understand the user's journey from start to finish, including all touchpoints and interactions with the product/service.

The process of creating a journey map typically involves gathering data through various research methods such as user interviews, surveys, and usability testing. This data is then organized into a visual representation of the user's experience, which can be used to identify pain points, areas for improvement, and opportunities for innovation.

Journey maps can take many forms depending on the needs of the project, but they generally include key elements such as:

  1. User personas: A representation of the different types of users who interact with the product or service.
  2. User goals: The goals that users are trying to achieve when interacting with the product or service.
  3. Touchpoints: The various interactions that users have with the product or service at different stages of their journey.
  4. Emotions: The emotions that users experience at each touchpoint in their journey.
  5. Pain points: Areas where users experience frustration or difficulty.
  6. Opportunities for improvement: Areas where the product or service can be improved to better meet user needs.

Journey mapping can be a valuable tool for UX research because it allows researchers and designers to gain a holistic understanding of the user's experience with a product or service. By identifying pain points and areas for improvement, journey maps can help inform design decisions and ultimately create a better user experience.

  • What are the Customer Journey Stages? - Deliverable UX The 6 stages of the customer journey are awareness, evaluation, consideration, decision, retention, and advocacy. Read on to see what each stage covers.

  • Why Are Journey Maps Important? - Deliverable UX Journey maps are important for multiple reasons. They help find insights that are good for the company and the customers. Through increased customer satisfaction and increased team collaboration, journey maps have a high ROI (return on investment) for the effort. The process of making journey maps and reviewing them itself has a high value for the team.

  • What Are UX Deliverables? 24 Methods to Deliver Great UX - Deliverable UX

  • [The Nitty Gritty of User Journey Maps](The Nitty Gritty of User Journey Maps) - Deliverable UX

    A user journey map, also called a customer journey map, is a visual representation of a specific user’s overall experience (path) to reach a specific goal. They are an important tool for companies to see the experience from their user’s perspective and for teams to gain alignment.

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