Template
User journey map
Map one user's experience across stages, with actions, thoughts, feelings, pain points and opportunities.
User journey map
User / persona: Scenario: (one specific goal, for example "Find and book a plumber for a leaking pipe tonight") Evidence: (where each row comes from)
| 1. Notice the need | 2. Search and compare | 3. Decide and book | 4. Wait and receive service | 5. Pay and follow up | |
|---|---|---|---|---|---|
| Actions (what they do) | |||||
| Touchpoints (website, phone, email, in person) | |||||
| Thoughts (what they are asking themselves) | |||||
| Feelings (low / neutral / high) | |||||
| Pain points | |||||
| Opportunities |
Moments that matter most
Which one or two stages have the biggest pain or the biggest drop-off? Why?
Opportunities to pursue
| Opportunity | Stage | Evidence | Impact (H/M/L) | Effort (H/M/L) |
|---|---|---|---|---|
View the Markdown source
# User journey map **User / persona:** **Scenario:** (one specific goal, for example "Find and book a plumber for a leaking pipe tonight") **Evidence:** (where each row comes from) | | 1. Notice the need | 2. Search and compare | 3. Decide and book | 4. Wait and receive service | 5. Pay and follow up | |---|---|---|---|---|---| | **Actions** (what they do) | | | | | | | **Touchpoints** (website, phone, email, in person) | | | | | | | **Thoughts** (what they are asking themselves) | | | | | | | **Feelings** (low / neutral / high) | | | | | | | **Pain points** | | | | | | | **Opportunities** | | | | | | ## Moments that matter most Which one or two stages have the biggest pain or the biggest drop-off? Why? ## Opportunities to pursue | Opportunity | Stage | Evidence | Impact (H/M/L) | Effort (H/M/L) | |---|---|---|---|---| | | | | | |