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User journey map: 6 things to remember when doing user journey mapping
A user journey map is a visual interpretation of an individual’s relationship with a product or organization over time and across different channels. A user journey map tells a story of the person trying to accomplish a specific task or goal using your product.
Here are six things that you need to remember when creating a journey map:
1. Know your business goals
The business objectives are the first things you must consider when designing a user journey map. The ultimate purpose of user journey mapping is to optimize the experience to achieve a specific business goal. For example, your goal is to increase the conversion level on your website. Without a specific goal, the journey you will create won’t have much value to your team.
2. Know the difference between user journey and user flow
User journey and user flow sound similar, yet they serve different purposes. User journeys describe high-level interactions with a product or company.
User journey map of a target user trying to buy a new laptop. Image by Nick Babich.
On the other hand, user flow is all about specific screens/pages that the user goes through when ordering a product.
User flow of a person trying to buy a new product. Image by Nick Babich.
User journey maps are helpful when you want to identify high-level problems that the user faces along the way. For example, a user journey map might tell you that the user is frustrated with your customer support service because they cannot quickly return a recently purchased product.
On the other hand, user flow can tell you specific things you need to improve in UI design to streamline the user experience. For example, when the user cannot find a specific option in user interface, such as “Return the item,” it leads to bad UX.
3. Don’t combine multiple scenarios of interaction in a single map
A user journey map always maps a specific scenario of interaction. When you combine multiple scenarios in a single map, you will end up with either an overly complex or too generic map. In both cases, such a map won’t bring much value to your team.
4. Choose swimlanes according to your business goal
Each Phase (steps the user takes to accomplish the goal) in the map features a few swimlanes.
User journey map with three swimlanes — Actions, Emotions, and Pain Points. Image by Nick Babich.
Swimlanes are key aspects of interaction such as:
Swimnales should be selected according to the goal of mapping. No need to choose all possible aspects because it will make the map busy. It is better to focus on a few key aspects, such as Actions, Emotions, and Pain Points. It’s a no-brainer why you need to add Actions, but you might wonder why you want to have Emotions and Pain Points.
It’s always worth adding Insights and Opportunities. Insights are the underlying reasoning behind the user’s decisions (Why the user is doing what they are doing?). Opportunities are ideas on how to improve the user experience.
User journey map template. Image by Nick Babich.
5. Current-state mapping or future-state mapping?
You need to know whether you map current or future state experience.
Current-state map is a visualization of existing experience. It is basically mapping how users interact with your business right now. Current-state map will help you to identify problems that users experience right now.
A future-state experience, on the other hand, is a visualization of a journey for a product that doesn’t exist yet. If you want to envision new ways of supporting your users, you should go for a future state mapping.
6. Focus on mapping the experience of a specific user
A user is the main character of the story you are mapping. It should be a specific persona that experiences your product. It’s worth investing in user research to learn as much as possible about your target user. Even when you build a future-state experience (meaning you don’t have an actual product yet and only have a hypothesis on how users will interact with it), the insights about users will help you create a more realistic user journey.
That’s why you should create a user journey map only after you have a user persona (an archetype of your ideal user).
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mehedi 4 Oct, 2023
web developer
swiftit_uae 20 Oct, 2022
NIce!
Neeraj 19 Oct, 2022
Straight forward info.. on the user journey map.. keep up the great work