user journey mapping

What is User Journey Mapping (Everything a Beginner Should Know)

User journey mapping (UJM) is a technique for gaining a comprehensive view of a customer’s experience of a product. It identifies moments of irritation and delight over a series of interactions.

UJM provides you with the chance to fix consumers’ pain points and ultimately offer a better experience for your users. It visually depicts how users utilize your product and every action they take at a specific touchpoint.

UJM helps you understand your users’ challenges and needs. When you step in their shoes and make things more bearable for them, you gain their trust and loyalty.

In this post:

What is a user journey map?

A user journey map (UJM) is a diagram that depicts a customer’s relationship and interaction with a product over time. The UJM contains essential information about the multiple channels an individual uses to interact with your product.

The basic elements in a user journey map

User Persona

The user persona is the individual who experiences the journey. In this case, it is your ideal customer.

Phases of the user’s journey

This section explains users’ steps from first becoming aware of a product to registering, purchasing, and beyond.


User activities and interactions with your product are referred to as touchpoints. It’s critical to identify all significant touchpoints and the channels that each touchpoint is related to.

User intentions and actions

User intentions and actions can help you better comprehend and explain what consumers are going through. They also point you to where you should begin enhancing the consumer experience.

Pain points

The most important issues that clients have during their journey are pain points. These are the friction points you need to reduce, with building a user journey map as your first step.

User’s emotional journey

It is the magic ingredient that makes user journey maps so effective. The user’s emotional journey monitors how customers feel during their interactions.

Why is user journey mapping important?

A user journey map is a valuable tool that depicts how users interact with a product. It encourages a more user-centered approach to product design, resulting in a better user experience.

A user journey map might also help track quantitative KPIs (Key Performance Indicators). It also helps UX (User Experience) designers see the product from the user’s perspective.

User Journey Mapping
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How is user journey mapping different from customer journey mapping?

A user journey map is similar to a customer journey map. However, UJM focuses on how users interact with a business’ product. On the other hand, a customer journey map focuses on how a business attains leads, converts, and retains them.

How to create a user journey map

While user journey maps exist in various shapes and sizes, they are mainly a timeline of all interactions between users and products. 

Follow the steps below to generate a user journey map.

1. Frame your journey

Before you begin mapping, you need to focus your exercise on a specific goal. It can be your product vision or a particular feature you’re trying to map out, such as paying a bill. 

Your scope should show the journey from general user experience to more details focusing on one interaction.

2. Create the user persona

User personas are broad profiles that describe the archetypes of your most common users. They help you figure out what you’re developing, leading to a better understanding of why consumers do particular things in your product.

Begin by formulating predictions about the various types of users you’ll encounter. Next, you may test these ideas using a combination of product analytics, user surveys, and market research.

3. Profile your user persona

Great user journeys are built on research; therefore, you’ll need to collect and organize feedback to understand your users well. If you already have a product, you’re likely to have a lot of feedback to work with.

During this step, it’s critical to understand your user’s motivation – what specific problems they expect your solution will solve.

customer acquisition

4. Define scenarios and user expectations

A scenario can be a situation such as completing a purchase or transaction. The user persona has certain expectations from such a scenario, for example, getting the product in 3 days or less.

Come up with several scenarios in your product and see how the product assists users.

5. List all the touchpoints

For example, the places on your website where your clients interact with you are the touchpoints. Based on your study, make a list of all the touchpoints throughout the awareness, consideration, and decision stages.

This is a crucial stage in constructing a user journey map since it allows you to see your consumers’ actions.

6. Map out the journey

Combine all the information you gather and create a journey in the form of a step-by-step interaction. Each phase depicts the persona’s interaction with a product. With the help of a storyboard, you can sketch out the journey in a sequential process.

A storyboard is a visual organizer for plotting a story – for example, StoriesonBoard. The linear direction of the information is ideal for telling stories, explaining processes, and displaying the passage of time. 

7. Review the user’s emotional condition in each stage

You need to consider what a user feels when interacting with your product. It helps you visualize the user’s journey and identify the areas that require intervention.

An empath2y map is one of the best tools for reviewing your users’ emotional states. It’s a collaborative tool that allows teams to learn more about their customers. Like a user persona, an empathy map can represent a group of users, such as a consumer segment.

8. Verify the user journey

It’s critical to validate a user journey, even based on user research. Make sure your journey mimics an actual use case by using usability testing sessions and analytics data.

Regularly collect and evaluate information about your users. User input, for example, can be utilized to increase your understanding of the user journey.

Net Promoter Score

The benefits and challenges in user journey mapping

UJM helps brands and businesses reflect on a user’s journey when using their product. It’s an excellent way to know the status of your business. However, the process also poses some challenges.

Let us look at the challenges and benefits you will encounter with UJM.


  • Attempting to map each buyer persona in a single customer journey map is tricky and deceptive.
  • User journeys frequently cut across many organizational structures, making it challenging to form a group to create the UJM.
  • Without user contribution, creating a user journey map might lead to business decisions based on invalid assumptions on your users.


  • You’ll better understand the customer’s perspective, including the problems and pain points that alter their path.
  • When you use a user journey map, all departments get a consistent view of how a customer interacts with your company.
  • Teams can use user story mapping to organize their work into iterations and releases based on its importance to users.
  • Using a user journey map, you might find experience or service gaps in your process that you might not have spotted. An example is the need to automate processes.
  • The process of creating a user narrative map allows teams to share a common understanding of the customer experience and the work that needs to be done to improve it.

A user journey map allows you to compare the actual user experience to what you anticipated. This information can help you enhance the customer experience and optimize your sales and marketing tactics.

At babelforce, we use APIs to empower businesses to integrate and upgrade their processes for easier management. It makes it easier to gather user information when mapping the user journey.

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