Strategy
User journey map template
Stages across the top, and what customers do, think and feel at each one.
What it is
A user journey map follows one customer through the stages of using your product. For each stage it records what they do, think and feel, and where you could help.
When to use it
- Before you redesign onboarding or a checkout
- To share research with people who missed the interviews
- To find the stage where most customers give up
How to run it
- 01
Pick one persona and one goal
A journey map for everyone is a map for no one. Name the person and what they are trying to get done.
- 02
Set the stages
Write the stages across the top, starting where they first hear of you and ending where they would recommend you.
- 03
Fill each row
For every stage, add what the customer does, thinks and feels. Use real quotes from interviews where you have them.
- 04
Mark the opportunities
In the last row, note what you could change. Circle the lowest point in the Feeling row with the pen. That is usually where to start.
Opens a new board from this prompt:
"Journey map for a first-time patient booking a dentist appointment online"
Related templates
All templatesResearch
Empathy map
What a user says, thinks, does and feels, collected from interviews in one picture.
Research
User persona
A one-page profile of a target user: goals, frustrations, habits and a quote.
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