Designing Useful User Journey Maps (+ Figma / Miro templates) (https://lnkd.in/dX2hdaN6). Helpful guides and starter kits to design better user journey maps ↓
✅ We create user journey maps to visualize user’s experience.
✅ We start by choosing a lens: current state vs. future state.
✅ Then, we choose a user who experiences the journey.
✅ We capture the situation/goals that we are focusing on.
✅ Next, we list high-level actions users are going through.
✅ We scope the journey: first → last stages, fill in-between.
✅ Add user’s thoughts, feelings, sentiment, emotional curves.
✅ Add user’s key touchpoints with people, services, tools.
🚫 Don’t get too granular: list key actions needed for next stage.
✅ Transfer insights from UX research (e.g. customer support).
✅ Fill in stage after stage until the entire map is complete.
✅ Then, identify pain points and highlight them with red dots.
✅ Add relevant jobs-to-be-done, metrics, channels if needed.
✅ Attach links to quotes, photos, videos, prototypes, Figma files.
✅ Finally, explore ideas and opportunities to address pain points.
—
As Stéphanie Walter noted, often user journeys start way before users actually start interacting with our product — so always consider non-digital touchpoints as well. Users might even need to consult other tools and services as they interact with yours, so keep track on them, too.
It might be helpful to start mapping out customer journeys from the end to the start (right-to-left thinking) to explore alternative routes and discover bottlenecks. It’s also very helpful to layer or compare user journeys against each other to identify frequent flows and map priorities.
Personally, I found it remarkably useful to map user journeys against specific mobile and desktop screens that designers have been working on (Spotify model). Not only does it visualize user’s experience *in* the product — it also maps key actions to key screens that the teams must relentlessly focus on.
More in the post → https://lnkd.in/dX2hdaN6
