When to activate
- Mapping the end-to-end user experience
- Identifying pain points and opportunities across touchpoints
- Aligning teams on the user's perspective of a process
- Prioritizing improvements by stage and impact
- Connecting research findings to specific journey moments
When NOT to use
- For service blueprinting (backstage processes)
- For process flow diagrams (operational perspective)
- For feature prioritization roadmaps
Instructions
- Define journey scope. Start and end points: e.g., "awareness → purchase → onboarding → regular use → advocacy."
- List journey stages. 4-7 major phases the user passes through.
- Map touchpoints per stage. What the user does, thinks, feels, and what systems they interact with.
- Plot emotional curve. Rate emotion at each touchpoint: delighted (+2), satisfied (+1), neutral (0), frustrated (-1), angry (-2).
- Identify pain points. Mark moments of friction, confusion, delay, or disappointment with severity.
- Find opportunities. For each pain point, brainstorm solutions. Tag with effort (low/med/high) and impact.
- Visualize the map. Create a visual journey with stages across top, layers (actions, thoughts, emotions, touchpoints) down.
Example
Journey: New User Onboarding (Mobile App)
Stage: Sign Up → Setup → First Task → Value Discovery → Habit Formation
Touchpoint: First Task
- Does: Taps "Create first project", enters name, sees empty canvas
- Thinks: "Okay, now what? Where do I add my team?"
- Feels: Confused 😐 → Frustrated 😤 (can't find invite button)
- System: App → Project page (no guided next step)
- Pain: No clear next action after creating project (severity: HIGH)
- Opportunity: Add "Next steps" card with invite team, add first task, set deadline
1---2name: journey-mapper3description: Map user journeys with touchpoints, emotions, pain points, and opportunity areas across the full user lifecycle4---56## When to activate78- Mapping the end-to-end user experience9- Identifying pain points and opportunities across touchpoints10- Aligning teams on the user's perspective of a process11- Prioritizing improvements by stage and impact12- Connecting research findings to specific journey moments1314## When NOT to use1516- For service blueprinting (backstage processes)17- For process flow diagrams (operational perspective)18- For feature prioritization roadmaps1920## Instructions21221. **Define journey scope.** Start and end points: e.g., "awareness → purchase → onboarding → regular use → advocacy."232. **List journey stages.** 4-7 major phases the user passes through.243. **Map touchpoints per stage.** What the user does, thinks, feels, and what systems they interact with.254. **Plot emotional curve.** Rate emotion at each touchpoint: delighted (+2), satisfied (+1), neutral (0), frustrated (-1), angry (-2).265. **Identify pain points.** Mark moments of friction, confusion, delay, or disappointment with severity.276. **Find opportunities.** For each pain point, brainstorm solutions. Tag with effort (low/med/high) and impact.287. **Visualize the map.** Create a visual journey with stages across top, layers (actions, thoughts, emotions, touchpoints) down.2930## Example3132```33Journey: New User Onboarding (Mobile App)3435Stage: Sign Up → Setup → First Task → Value Discovery → Habit Formation3637Touchpoint: First Task38- Does: Taps "Create first project", enters name, sees empty canvas39- Thinks: "Okay, now what? Where do I add my team?"40- Feels: Confused 😐 → Frustrated 😤 (can't find invite button)41- System: App → Project page (no guided next step)42- Pain: No clear next action after creating project (severity: HIGH)43- Opportunity: Add "Next steps" card with invite team, add first task, set deadline44```
UitbreidenOS