Journey Mapping 101

From NN/g: https://www.nngroup.com/articles/journey-mapping-101

Summary: A journey map is a visualization of the process that a person goes through in order to accomplish a goal.


 

Journey maps are a common UX tool. They come in all shapes, sizes, and formats. Depending on the context, they can be used in a variety of ways. This article covers the basics: what a journey map is (and is not), related terminology, common variations, and how we can use journey maps.

Additional articles are available, discussing when to create customer journey maps , the 5-step process , and journey mapping in real life .

 

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