User Journey Mapping by Luke Baker

At Make it Clear we have spent many years helping our clients improve how they attract, engage and delight both new and existing customers. During this time we have defined our own approach to creating an outstanding user experience, including processes, principles and tools we use.A commonly used method in our tool kit is journey mapping. A journey map is a visualisation of the route users take as they engage with a company, product, service or brand.

Why use journey maps?

Journey maps provide a clear picture of the end to end experience. Identifying touch-points, channels, activities, emotions, pain points and opportunities along a time-based journey from the user perspective.

How are journey maps used?

By mapping the journey you gain an understanding of your product or service from the user’s point of view. It allows you to identify opportunities to improve the overall experience and by joining up different areas of your business, it provides a holistic insight of a user’s end-to-end journey.

Start creating your journey map

Do you now want to create a journey map? We have outlined a six step process which will support you in shaping your own journey map. Our template walks you through all the steps needed to create a fit for purpose journey map that can add tangible value to your business. The templates cover:

• Touchpoints

• Actions

• Goals

• Challenges

• Opportunities

This template was created by Luke Baker.