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  1. Nielsen Norman Group
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    Journey Mapping 101 - Nielsen Norman Group

    • In its most basic form, journey mapping starts by compiling a series of user actions into a timeline. Next, the timeline is fleshed out with user thoughts and emotions in order to create a narrative. This narr… See more

    Key Components of A Journey Map

    Journey maps come in all shapes and sizes. Regardless of how they look, journey maps have the following 5 key elements in common: 1. Actor 2. Scenario + Expectatio… See more

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    Journey-Map Variations

    There are several concepts closely related and thus easily confused with journey maps. It is important to note that this section is only meant to help your personal understand… See more

    Nielsen Norman Group
    Why Use Journey Maps

    The benefits of journey maps (and most other UX mappings) are two-fold. First, the process of creating a map forces conversation and an aligned mental model for the whol… See more

    Nielsen Norman Group
    Conclusion

    Journey mapping is a process that provides a holistic view of the customer experience by uncovering moments of both frustration and delight throughout a series of interactions… See more

    Nielsen Norman Group
    What is a user journey map?
    A user journey map represents the actions or processes a user takes to accomplish a goal within a digital channel. For example, users trying to navigate your website to look for answers to a certain product query. Both are often mistaken as one and the same.
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