Research

Journey Mapping

Map the end-to-end user experience, from initial contact to final interaction. This exercise visualizes touchpoints, emotions, and pain points. The goal? A shared team understanding of the user's world.

Duration
2 hours
Group Size
6-12
Category
Research
Difficulty
Easy
Participants will map the user's end-to-end journey. They will pinpoint key touchpoints and emotional states. They will also discover opportunities for enhancements, creating team alignment.
The team will produce a completed journey map with a visualized experience and identified areas for improvement.
Begin with real user research. Assumptions can derail the process. Capture emotional highs and lows, not just functional steps. Focus on the moments that truly matter to users. Include both digital and offline touchpoints. Keep the focus on a specific user type and scenario.

  1. Define the journey's scope and the specific user persona. (15 min)

  2. Map user actions chronologically using sticky notes. (45 min)

  3. Above and below the journey line, add emotional states and pain points. (30 min)

  4. Identify opportunity areas and prioritize improvements. (30 min)

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

Unlock Pre-Work Requirements

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  • Large wall space or flip chart sheets

  • Sticky notes (multiple colors)

  • Thick markers

  • User research data

  • Tape

  • Printed user persona

  • Dot stickers

Unlock Materials Required

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

Unlock Resources & Templates

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

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