Journey Mapping

Journey Mapping

Journey Mapping is a powerful visualization technique used to understand and analyze the experiences of customers, users, or any target audience throughout their interactions with a product, service, or process. It involves creating a step-by-step representation of the customer’s journey, capturing their touchpoints, emotions, pain points, ang goals at each stage. This visual representation provides a comprehensive view of the user’s experience, helping organizations identify opportunities for improvement, optimize processes, and enhance customer satisfaction. Journey mapping is a valuable tool for organizations seeing to create more user-centered and tailored experiences, as it helps in designing solutions that meet the specific needs and preferences of their customers.

journey map

Resources available at Newton Gresham Library

Poorrezaei, et al.  . 

Walter, Stephanie. .