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.
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.
Here are examples of User Journey Maps used for a variety of contexts and done to a varying level of complexity.
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
How to Create a Customer Journey Map. (2016, February 12). Retrieved from https://uxmastery.com/how-to-create-a-customer-journey-map/
When and How to Create Customer Journey Maps. (n.d.). Retrieved from https://www.nngroup.com/articles/customer-journey-mapping/
Camburn, Bradley A., Jan M. Auernhammer, Karen Hui En Sng, Paul J. Mignone, Ryan M. Arlitt, K. Blake Perez, Zack Huang, Subarna Basnet, Lucienne T. Blessing, and Kristin L. Wood. "Design Innovation: A Study of Integrated Practice." In ASME 2017 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference (IDETC), pp. V007T06A031-V007T06A031. American Society of Mechanical Engineers, 2017.
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.