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User journey map 0:35
A 35-second explainer of User journey map, narrated over the same demo you can try yourself.
Try the interactive User journey map demo
What this video covers
A user journey map lays out the steps someone takes to reach a goal and plots how they feel at each one. The feeling is the point: it turns a flat list of stages into a curve where the low spots - the moments worth fixing - stand out.
As a plain list of steps, every stage looked the same and the trouble hid in plain sight. Plot the emotion and the floor drops out at one stage - the real pain point, suddenly impossible to miss. The journey didn't change; mapping how it feels is what made the problem visible.
