User Journey Maps visualize the interactions and touchpoints of users with a product or service in a procedural way. It enables teams to identify pain points. A shared version of a user journey map helps a team optimize a service or product before it comes to a released version.
1. Define the usage process of a product or service
2. Identify individual touchpoints (people, information, products, etc.) within each process stage
3. Draw a timeline for the time period that corresponds to an activity of interest
4. Link the touchpoints
5. Discuss the user journey map in the team and identify problems and solutions
1. Yoo, J. and Pan, Y. (2014) 'Expanded Customer Journey Map: Interaction Mapping Framework Based on Scenario', in International Conference, HCI International 2014, pp. 550?C555. doi: 10.1007/978-3-319-07854-0_96.
2. Davies, U. and Wilson, K. (2013) Design methods for developing services. London.
The techniques below have the same characteristics.
The techniques below have different characteristics.