CUSTOMER JOURNEY MAPS

EMOTIONAL JOURNEY MAPS

WHAT IS A CUSTOMER JOURNEY MAP?

IT'S A FRAMEWORK THAT HELPS YOU UNDERSTAND THE CURRENT OR FUTURE JOURNEY THAT YOUR CUSTOMER GOES THROUGH.

 

 

 

 

WHAT IS A CUSTOMER JOURNEY MAP?

IT'S A FRAMEWORK THAT HELPS YOU UNDERSTAND THE CURRENT JOURNEY THAT YOUR CUSTOMER GOES THROUGH FROM A EMOTIONAL POINT OF VIEW.

 

 

 

 

WHEN TO USE THE CURRENT JOURNEY?

IN THE BEGINNING IF YOU HAVE A DOMAIN EXPERT OR TOWARDS THE END OF YOUR RESEARCH, ONCE YOU KNOW ENOUGH ABOUT THE USER AND
THEIR PROBLEM. YOU'RE USUALLY MODELING THE PROBLEM SCENARIO.

 

WHEN TO USE THE FUTURE JOURNEY?

AFTER YOUR RESEARCH, YOU CAN
USE THIS TO MODEL A CONCEPT
OR YOUR VALIDATED SOLUTION.

YOU'RE USUALLY MODELING THE

SOLUTION SCENARIO.

 

 

 

 

HERE'S A

BUTTON TO

THE FILE.

HERE'S A

BUTTON TO

THE FILE.

THE TEMPLATE

THE TEMPLATE

WHEN TO USE THE CURRENT JOURNEY?

TOWARDS THE MIDDLE OR END OF YOUR RESEARCH, YOU CAN HAVE SOMEONE FILL THIS OUT TO HELP
YOU BETTER UNDERSTAND HOW
THEY FEEL DURING EACH STAGE
OF THE JOURNEY AND HELP YOU

IDENTIFY KEY PAIN POINTS.

 

WHEN TO USE THE FUTURE JOURNEY?

WHEN YOU HAVE YOUR WIRE-FRAME

WORKFLOW DEVELOPED. YOU CAN HAVE EACH SECTION OF THE JOURNEY MAP REPRESENT A AREA OF THE USER JOURNEY AND/OR A SCREEN IN YOUR APPLICATION AND USE THIS TO DETERMINE POINTS OF DELIGHT AND PAIN IN THE WORKFLOW. USE THIS AFTER YOU TESTED THE PROTOTPYE IN YOUR USABILITY TESTING SESSION.

 

PRINT THE DOCUMENT
AND HAVE YOUR
USER FILL IT OUT.