User journey maps are used to visualise the experiences of people when using a product or service, evaluating each individual interaction and identifying improvements that can be made at each moment. The map tells the ‘story’ of an individual’s actions, feelings, perceptions, considerations and behaviours including positive as well as negative moments, covering all such interactions over sometimes long periods of time. Such documentation of a series of events helps shift business focus from an operational (system) point of view to a the broader context of how individuals interact with the business in the real world.
Easy user experiences
Mapping is the term used to describe the relationship between controls and their movements or effects, and good mapping is an important part of making the user experience easy and enjoyable. For example, the Segway human transporter goes forward when the user leans forward and back when the user leans back. A great use of mapping. Read more »