Journeys & flows - a playbook of methods for mapping interactions

Journey map

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.

Further resources

The following resources provide more information about using this method.

Book cover for Collaborative Product Design by Austin Govella

Collaborative Product Design by Austin Govella

Chapter 16 provides extensive information for using this method.