Journey Mapping

What are Journey Maps?

Journey maps are a visual way to show how a user interacts with a product or service every step of the way. It lays out all the parts of the experience, allowing designers to see which specific points could be changed and improved.

Example

I decided to make a journey map about someone buying a car. I created the persona of Madeline Mayweather, a 36 year old woman looking to replace her old car with an affordable used one.

My journey goes through her experience with researching, browsing, trying, and finally purchasing the car.

I created a key of emotions that I could use to show Madeline’s feelings at various parts of the process.

At each step, I describe what actions she is taking to fulfill the current section as well as her thoughts while doing so.