Use when
- The experience spans multiple stages, channels, or owners.
- You need to make pain points, emotions, and dependencies visible.
Best for
- End-to-end service design
- Mapping handoffs and support moments
- Synthesizing multiple research inputs
How to design it
- Define the journey scope and segment clearly before mapping.
- Include goals, steps, emotions, pain points, and supporting systems or channels.
- Use evidence from research, analytics, and support where possible.
Journey Map TemplateUse this when you need a practical starting template.
View template
- What stages are in scope?
- What is the user trying to achieve at each stage?
- Where do friction, trust issues, or support needs appear?
Output
- Journey map
- Prioritized pain points
- Flow and measurement implications