User Journey Map

What are User Journey Maps?
A User Journey Map charts out an archetypal journey of a user's interaction with a product, service or system (PSS), over time and across channels, fleshing out the user's emotions.
Why User Journey Maps?
They help teams visualize and story-tell users' journeys for deeper empathy, enabling more integrated sense-making of needs and identification of specific opportunity areas for innovation.
They also create a shared reference frame around the user experience across stakeholders.
Procedure
Best Practices
Demo Video
This video gives you a walk-through on how to create and use a User Journey Map, through a worked example of a Autonomous Vehicle Design Challenge.

Examples
Here are examples of User Journey Maps used for a variety of contexts and done to a varying level of complexity.
References
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Customer Touchpoints - The Point of Interaction Between Brands, Businesses, Products and Customers. (n.d.). Retrieved from https://www.interaction-design.org/literature/article/customer-touchpoints-the-point-of-interaction-between-brands-businesses-products-and-customers
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How to Create a Customer Journey Map. (2016, February 12). Retrieved from https://uxmastery.com/how-to-create-a-customer-journey-map/
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When and How to Create Customer Journey Maps. (n.d.). Retrieved from https://www.nngroup.com/articles/customer-journey-mapping/
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Teo, K., Wee, Y., Swee, A., Altybayeva, A., Gopal, M., Kamiso, N., Foo, D., Lauff, C., Wood, K.L., “Design Innovation (DI) Learning Modules,” SUTD-MIT International Design Centre (IDC), SUTD, Singapore, idc.sutd.edu.sg, 2018.
Additional Resources
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Smaply: An web-based tool that can be used to create journey maps
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ExperienceFellow: A mobile ethnography software tool that can be used to create journey maps