Tool details
User Journey
A visualisation of the user experience of a service.
Tool category:
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When to use
When you want to visualise the service (either in the Insight-phase as AS-IS or in Ideation-phase as TO-BE)
Why you should
To identify the key interactions and touch point a user goes through when using a service.
What you get
A mapping of the service seen from the user's perspective.
Steps to take
There are different ways of making the journey, and there is no specific recipe. You can make a quick sketch, or a more detailed one.
Further reading
This tool can be used in multiple phases in a project: In the Insight-phase to illustrated the as-is user journey. It can be used in the Ideation-phase to get improved ideas and finally to illustrate the to-be user journey.
References & Links
