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GLOSSARY

User Journey Map

UX Design

What is a User Journey Map

A User Journey Map is a visual representation of a user's experience with a product or service over time. It documents the steps, touchpoints, emotions, and interactions users have across multiple channels and timeframes.

Components of Journey Maps

Essential elements include:

  • Phases: Key stages in the user journey
  • Actions: What users do at each stage
  • Emotions: How users feel during interactions
  • Pain Points: Frustrations and challenges encountered
  • Opportunities: Areas for improvement identified

When to create Journey Maps

Develop journey maps when analyzing existing experiences, designing new services, identifying improvement opportunities, or aligning teams around user needs. They're particularly valuable for complex, multi-channel experiences.

Benefits of Journey Mapping

Journey maps help teams visualize the entire experience, identify gaps and pain points, build empathy with users, and make informed decisions about experience improvements. They provide a shared understanding of the user experience across teams.

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