User Experience
Journey Mapping
Plain English
Mapping the user’s glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term step by step.
Definition
glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term mapping visualises the steps users take to achieve a goal across a product or glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term.
In practice
Used to identify glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term, gaps, and opportunities in glossaryUser JourneyThe full path a user takes to complete a task, including every step, decision, and interaction along the way.Open glossary term.
The reality
Often created but not used to drive change.
FAQ
Common questions
A few practical answers to the questions that usually come up around this term.
What is journey mapping?
Visualising the glossaryUser JourneyThe full path a user takes to complete a task, including every step, decision, and interaction along the way.Open glossary term.
Why is it useful?
It highlights issues and opportunities.
What does it include?
Steps, actions, and glossaryTouchpointAny interaction a user has with a service or brand.Open glossary term.
What is a common mistake?
Not acting on the findings.
Related Services
Related Guides
Related Terms