User Journey Mapping by Luke Baker
Your guide into journey maps.
At Make it Clear we have spent many years helping our clients improve how they attract, engage and delight both new and existing customers. During this time we have defined our own approach to creating an outstanding user experience, including processes, principles and tools we use.A commonly used method in our tool kit is journey mapping. A journey map is a visualisation of the route users take as they engage with a company, product, service or brand.
Why use journey maps?
Journey maps provide a clear picture of the end to end experience. Identifying touch-points, channels, activities, emotions, pain points and opportunities along a time-based journey from the user perspective.
How are journey maps used?
By mapping the journey you gain an understanding of your product or service from the user’s point of view. It allows you to identify opportunities to improve the overall experience and by joining up different areas of your business, it provides a holistic insight of a user’s end-to-end journey.
Start creating your journey map
Do you now want to create a journey map? We have outlined a six step process which will support you in shaping your own journey map. Our template walks you through all the steps needed to create a fit for purpose journey map that can add tangible value to your business. The templates cover:
Touchpoints
Actions
Goals
Challenges
Opportunities
This template was created by Luke Baker.
Get started with this template right now.
User Journey Map
Works best for:
Customer Journey Map
A template to help you get started with building simple user journey maps.
User Story Mapping with Walkthrough
Works best for:
Customer Journey Map
The Bluefruit Software user story mapping template offers a framework to help businesses prioritise software development.
Customer Touchpoint Map Template
Works best for:
Desk Research, Product Management, Mapping
To attract and keep loyal customers, you have to truly start to understand them—their pain point, wants, and needs. A customer touchpoint map helps you gain that understanding by visualizing the path your customers follow, from signing up for a service, to using your site, to buying your product. And because no two customers are exactly alike, a CJM lets you plot out multiple pathways through your product. Soon you’ll be able to anticipate those pathways and satisfy your customers at every step.
Story Mapping by Sergio Schüler
Works best for:
Customer Journey Map
This template is perfect for product teams to flash out a feature idea.
User Journey Mapping Workshop
Works best for:
Customer Journey Map
The User Journey Mapping workshop offers a 90 minute + workshop template that helps your team collaborate virtually and create comprehensive user journey maps.
Scenario Mapping Template
Works best for:
Desk Research, Mapping, Product Management
Scenario mapping is the process of outlining all the steps a user will take to complete a task. The scenario mapping template helps you create a visual guide to what different personas are doing, thinking, and feeling in different situations. Use scenario mapping to outline an intended or ideal scenario (what should happen) as well as what currently happens. If you’re trying to outline the ideal scenario, user mapping should take place very early on in a project and can help inform user stories and the product backlog. If you’re just trying to get a better sense of what currently happens, you can do user mapping when conducting user interviews or observation.