From the course: UX Deep Dive: Mapping
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What is a experience map?
- An experience map is really just an extension of an individual journey map, meant to show that particular journey in context of a larger experience. While a journey map is focused on one persona and one discreet scenario or goal, an experience map visualizes a holistic end-to-end experience. The scope will be much broader and necessarily more general. For instance, you might create one journey map for a new parent to purchase a vehicle and another journey map for their child to inherit it and take over scheduling service appointments. You'd use an experience map to describe the total experience of vehicle ownership, including both of those scenarios. Each user will not have the exact same behaviors or experience things in the same order, but the goal is to represent an overarching story describing the whole picture of an experience or behavior. Mapping the entire experience allows a team to see how a product or service…
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