Journeys & flows - a playbook of methods for mapping interactions
Updated on Wednesday, June 24, 2020
For a series of touchpoints, understand the user or users, their tasks, channels, and optimize the data, content, and processes needed to support movement across the system.
Why to use? A journey map helps teams understand how a user interacts with a system, so they can optimize touchpoints for users as well as improve their effectiveness for the organization.
When to use? Map journeys during project kickoff and discovery. For mature products, journey maps help teams improve conversions, adoption, and retention.
Downloadable templates and framing material will be available shortly.
The following resources provide more information about using this method.
Chapter 16 provides extensive information for using this method.