What is it?
A User Journey Map is a visual representation of a user’s journey through a service, showing all the different interactions they have.
This allows us to see what parts of the service work for the user (magic moments) and what parts might need improving (pain points).
A User Journey Map takes the users point of view and explains their actual experience of the service.
Aims
- Identify the key elements of a service.
- Understand the links between all the different elements over time.
- Identify problems areas in a service or areas where new things can be added.
- Create empathy with different types of users.