Journey Mapping

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May 1, 2024 Updated May 30, 2025 16 minute read

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An Introduction to Journey Mapping

Journey mapping is a powerful technique used to visualize and understand the series of interactions a person has with a product, service, or organization to achieve a specific goal. It's a way of stepping into the user's or customer's shoes to see the experience from their perspective. This process involves creating a visual representation, often a diagram or map, that details each step, touchpoint, emotion, and potential pain point encountered along the way. While it may sound straightforward, journey mapping is a nuanced practice that combines research, analysis, and storytelling to reveal critical insights.

Path to Journey Mapping

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We've curated ten courses to help you on your path to Journey Mapping. Use these to develop your skills, build background knowledge, and put what you learn to practice.

Sorted from most relevant to least relevant:

Mapping the Mission: User Personas & Journey Design in Figma

Mapping the Mission: User Personas & Journey Design in...

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Defining Virtual Community Projects for Dynamic Change

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Design Thinking: Discovery Tools

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Service Design Service Blueprints

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Business Application of Machine Learning and Artificial Intelligence in Healthcare

Business Application of Machine Learning and Artificial...

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Revolutionize UX/UI: AI-Design Strategies with ChatGPT

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Service Design for the Real World: A Practical Introduction

Service Design for the Real World: A Practical...

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An Introduction to User-Centered Design (UCD) Bootcamp

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UX: Research Process

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Design Thinking | Design with ChatGPT

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Reading list

We've selected five books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Journey Mapping.

Mapping Experiences

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Written by a leading expert in customer experience, this book provides a practical approach to journey mapping, with a focus on identifying pain points and opportunities for improvement.