Journey Maps: What, Tools
What is it?
Journey maps are kind of like blueprints--in that they are diagrams that are outlined by the actions a user takes. The focus, rather than impartially describing the events in the service, is to characterize the "mood" of the user at each touchpoint of their "journey" with the service.
Journey maps are meant to be thourough enough so that we, as researchers, can write a narrative of our users' experiences as they engage with our service from start to finish. The look of a journey map can take many different forms, which you can see in the links on the right. You won't go wrong, though, as long as you stick with creating a story from the user's perspective.
