A user journey map is a diagram that walks you through a person’s customer journey as they engage with your website or app. It enables businesses, particularly your UX team, to perceive the brand from the perspective of the user, as well as the experience and contact with your product throughout their digital channels.

User Journey Map


It is often referred to as a customer journey map or an experience map. It is a method of graphically organizing your knowledge about possible consumers and how they interact with a business.

Customer journey maps are another common workshop activity for aligning user understanding across teams. They can be a high-level inventory that helps discover strategic oversights, knowledge gaps, and future opportunities if supported by user data and research.