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Journey Mapping

Journey maps are visualizations of the process that a person goes through in order to accomplish a goal.
Journey Mapping is part of our Design Career Leveling Framework. Explore next steps in your career from this industry-standard model.
  1. Why Customer Journeys Matter

    • Google logo
  2. What to Consider Before Journey Mapping

    Consider the goals, audience, and resources before starting a journey mapping project. Identify key touchpoints and pain points in the customer journey.
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  3. How to Create a Journey Map

    Use customer feedback and data to create a visual representation of the customer journey. Include emotions, actions, and pain points at each stage. Share the map with stakeholders and continuously update it based on feedback.
    • Nielsen Norman Group logo
    • Google logo
  4. Planning a Customer Journey Workshop

    Plan a workshop to gather input from stakeholders and create a shared understanding of the customer journey. Use exercises such as Empathy mapping and persona creation to gain insights. Facilitate discussions and prioritize actions based on impact and feasibility.