Journey Mapping

Journey maps are visualizations of the process that a person goes through in order to accomplish a goal.

What You'll Learn

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.
- When to call B.S. on customer journey mapping
  Jason Brush, Principal UX Designer, Amazon
  Jason outlines the steps to take to ensure success in journey mapping, including defining its scope and goals.
Creating 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.
- Journey Mapping 101
  Sarah Gibbons, Chief Designer, Nielsen Norman Group
  Sarah covers the fundamentals of what a journey map is related terminology, common variations, and how we can use journey maps.
- What To Do If Your Product Isn’t Growing
  Austin Chang, Director, Product Management, Google
  Austin describes how ‘Critical User Journeys’ can help a product take off.
Planning a 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.
- Creating a customer journey map
  Becky Sroufe, Senior UX Designer, Bellwether Coffee
  Becky shares a guide on how to collaboratively create a journey map with your team.

What to Consider Before Journey Mapping