{"id":518360,"date":"2025-12-02T16:25:50","date_gmt":"2025-12-02T16:25:50","guid":{"rendered":"https:\/\/userpilot.com\/blog\/?p=518360"},"modified":"2026-03-08T23:00:34","modified_gmt":"2026-03-08T23:00:34","slug":"journey-mapping","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/journey-mapping\/","title":{"rendered":"Journey Mapping: How I Improve UX with Customer Journey Maps"},"content":{"rendered":"

Journey mapping<\/a> bridges the gap between your “imagined” user experience and the chaotic reality of product usage.<\/p>\n

As a UX researcher, it’s easy to feel like I already know everything about users. But with user journey maps, I keep discovering new pain points in the product experience that<\/a> I could never foresee.<\/p>\n

So I\u2019m going to break down exactly what journey mapping is, the components you can\u2019t ignore, and the specific process I use to improve user engagement<\/a> with them.<\/p>\n

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What’s journey mapping?<\/h2>\n

A journey map is a visual representation of how a user goes through your product in order to accomplish a goal. It\u2019s a one-page document that turns actions, thoughts, and emotions into a user story<\/a>.<\/p>\n

In UX design, a user journey map<\/a> forces you to look at your product from your customer’s perspective. It reveals the gaps between what you think happens and what actually happens. And as a result, it lets you find opportunities for improvements in the product experience.<\/p>\n

\"UX<\/a>
UX journey map example by NN group.<\/figcaption><\/figure>\n

What a customer journey map is not<\/h2>\n

It\u2019s easy to confuse journey mapping with other UX deliverables, so let\u2019s be clear about what a journey map isn\u2019t:<\/p>\n