📌 User Journey Mapping Summary
User journey mapping is the process of visually outlining the steps a person takes when interacting with a product or service. It helps teams understand how users experience each stage, from first contact to completing a goal. By mapping the journey, organisations can identify pain points and opportunities to improve the overall user experience.
🙋🏻♂️ Explain User Journey Mapping Simply
Imagine planning a trip to a theme park. You make a map showing where you start, what rides you go on, where you eat, and how you get home. A user journey map works the same way, showing every step someone takes when using a website or service.
📅 How Can it be used?
User journey mapping helps teams spot and fix confusing steps in an online shopping checkout process.
🗺️ Real World Examples
An airline uses user journey mapping to track a passenger’s experience from booking a flight online to boarding the plane. By mapping each step, they notice customers get frustrated with the baggage policy page, so they simplify the information and reduce customer complaints.
A local council creates a user journey map for residents applying for permits on their website. They discover that users struggle to find the correct application form, so they redesign the navigation to make it easier, reducing the number of support calls.
✅ FAQ
What is user journey mapping and why is it useful?
User journey mapping is a way to draw out the steps someone takes when using a product or service, from their first interaction right through to achieving what they set out to do. It is useful because it helps teams see the experience from the users perspective, making it easier to spot where things might go wrong or where improvements can be made.
How can user journey mapping help improve customer experience?
By mapping out the journey, organisations can see exactly where users might get confused, frustrated or stuck. It highlights the moments that matter most and shows where small changes could make a big difference to the overall experience. This way, teams can focus on fixing real issues and making things smoother for everyone.
Who should be involved in creating a user journey map?
Creating a user journey map works best when people from different teams take part, such as designers, developers, marketers and customer support. Involving a range of perspectives helps build a more complete picture of what users actually go through, leading to better ideas for improvement.
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