Journey Mapping for Better Experience Design

Everybody has as story to tell, if you listen closely. The stories can be decades-long epics or minute-by-minute emotional roller coasters. Companies, marketers, designers and developers all create stories when they build customer experiences. But will those experiences be pleasant and useful, or frustrating and unproductive? User personas and journey maps help us architect stories of experience by understanding user needs and crafting key customer touch points. They’re great tools for understanding your audience’s feelings, motivations, questions and reservations at every step of an experience.