User Experience
Journey Mapping
Definition
glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term mapping visualises the steps users take to achieve a goal across a product or glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term.
In practice
Used to identify glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term, gaps, and opportunities in glossaryUser JourneyThe full path a user takes to complete a task, including every step, decision, and interaction along the way.Open glossary term.
The reality
Often created but not used to drive change.
Plain English
Mapping the user’s glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term step by step.
FAQ
Common questions
A few practical answers to the questions that usually come up around this term.
What is journey mapping?
Visualising the glossaryUser JourneyThe full path a user takes to complete a task, including every step, decision, and interaction along the way.Open glossary term.
Why is it useful?
It highlights issues and opportunities.
What does it include?
Steps, actions, and glossaryTouchpointAny interaction a user has with a service or brand.Open glossary term.
What is a common mistake?
Not acting on the findings.
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