Loading content
User Journey Mapping is a practical technique for mapping a user’s path through products, services and touchpoints. It combines qualitative insights and stakeholder input to prioritise friction points and derive concrete improvement actions. Particularly useful during discovery phases.
Use this profile to understand the building block briefly, place it in the model, and switch to the 360° assessment when needed.
Executable approach: can be applied and produces an outcome.
What organizes, connects, or makes decisions possible.
User journey mapping visualizes a person’s steps, touchpoints, expectations, and feelings while pursuing a goal.
Customer journey models grew from analyzing service and customer experiences and were popularized as a working format by service design practice and Nielsen Norman Group.
Choose the person and goal, gather real steps and touchpoints, add thoughts and feelings, mark breakdowns, and prioritize improvements.
A section of the experience from starting point to achieved goal.
An interaction between a person and an organization, product, or service.
A moment where effort, uncertainty, or frustration arises.
A journey map connects separate interactions into one experience and shows where an improvement can make the greatest difference.
Where this building block is located in the topic model.
Explore how this building block connects to concepts, methods, technologies, and tools.
These sources establish the term and its professional meaning.
All direct connections of the current building block in a compact text view.
This classification shows where the building block typically matters, how demanding it is, and what kind of impact it has in the model.
The level within the organization (enterprise, domain, team) at which the AssetBlock is applied.