journey mapping Articles & Videos

  • Journey Mapping 101

    A journey map is a visualization of the process that a person goes through in order to accomplish a goal.

  • Storyboards Help Visualize UX Ideas

    Storyboards are visual representations of UX stories, which capture attention, provide clarity, and inspire us to take action.

  • Field Studies Should Inform Intranet Redesign

    Observing users in their natural work context unveils mismatches between users’ and designers’ mental models and builds empathy with end users.

  • The 5 Steps to Service Blueprinting

    Five key steps comprise a framework for service blueprinting that can be scaled to any scope or timeline.

  • Empathy Mapping: The First Step in Design Thinking

    Empathy maps help UX teams visualize user attitudes and behaviors, building a shared understanding of end users while highlighting gaps in existing user data.

  • UX Mapping Methods Compared: A Cheat Sheet

    Empathy maps, customer journey maps, experience maps, and service blueprints depict different processes and have different goals, yet they all build common ground within an organization.

  • Service Design 101

    Service design improves the experiences of both the user and employee by designing, aligning, and optimizing an organization’s operations to better support customer journeys.

  • The 5 Steps of Successful Customer Journey Mapping

    Five key steps comprise a standardized framework for customer journey mapping that can be scaled to any scope or timeline.

  • Remote Customer Journey Mapping

    Digital tools help distributed teams compile journey maps into digital formats, collaborate synchronously, and integrate external data in their journey maps.

  • Journey Mapping in Real Life: A Survey of UX Practitioners

    Successful journey maps need to be focused on a clear business goal, well communicated in the organization, and truthful to user needs.

  • When and How to Create Customer Journey Maps

    Journey maps combine two powerful instruments—storytelling and visualization—in order to help teams understand and address customer needs.

  • Customer Journeys and Omnichannel User Experience

    Organizations must create omnichannel UX strategies that optimize the end-to-end user experience of completing a task across devices and interaction channels.