From the course: UX Deep Dive: Mapping
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What is a journey map?
- A journey map is just what it sounds like. It's a visualization that documents a person's steps through a particular process or interactions with a product or service. It's presented chronologically and typically focused on a single person or persona-types perspective. You may hear this called just a journey map, a customer journey map, or a user journey map. While not all users are technically customers, for mapping purposes you can use any term. Journey maps help build a shared understanding of that user and their context. There are two main types of journey maps, those that document the existing state of affairs and those that suggest an ideal future state. Documenting the current precises can help build shared focus on individual users and their needs and highlight critical ping points or other opportunities to improve. The active building of journey maps together can be used to increase cross-functional empathy…
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