Journey Mapping

Letter J

Visualization of the user journey across touchpoints, emotions, and improvement opportunities.

Updated:

Working definition

A journey map orders stages, actions, thoughts, and emotions for a specific user path (onboarding, purchase, support, etc.).

Day-to-day value

  • Surfaces pain points that a single wireframe does not show.
  • Aligns teams (product, support, business) with one visual language.
  • Priorizes opportunities: not every step deserves the same design effort.

Good practices

I work one scenario and one persona at a time. I avoid generic maps that mix all users and all flows.