User Experience

User Journey

Plain English

It is the bigger route someone takes from start to finish.

Definition

The full path a user takes to complete a task, including every step, decision, and glossaryInteractionInteraction refers to any action a user takes within a product and how the system responds. It includes clicks, taps, gestures, and inputs that drive the user experience.Open glossary term along the way.

In practice

Used to understand and improve experiences across the whole glossaryPain PointA specific problem or frustration users experience when trying to complete a task.Open glossary term, not just individual screens.

The reality

If it’s unclear, users glossaryDrop-offDrop-off refers to users leaving a journey before completing a desired action or reaching the next step.Open glossary term.

Related Services

User Experience User Interface Design Accessibility Information Architecture

Related Guides

User Journey Mapping Task Analysis

Related Terms

User Flow Touchpoint Pain Point

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UX, research and product leadership for teams tackling complex digital services. The work usually starts where things have become harder than they need to be: unclear journeys, inconsistent products, competing priorities, or teams trying to move forward without a clear direction. I help simplify the problem, shape the right next step, and turn complexity into something people can actually use.

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Previous feedback

I had a fantastic experience working with Andy. One of his most impressive achievements during our time at NHS HEE was masterminding a deeply complex information architecture for a new platform that brought together a large number of legacy websites.

Will Parkhouse

Senior Content Designer

01/20