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Components of a User Journey Map

What is an Empathy Map?

User Journey Maps are best utilized when designing or refining an entire user experience, highlighting improvements at each touchpoint.

Empathy Maps are most effective during the early phases of product development to establish user personas and empathy.

Chegg

An Empathy Map is a tool used to understand a user’s thoughts, feelings, behaviors, and challenges.

Purpose: Helps teams develop a deep understanding of the user’s perspective.

Example of a User Journey Map

Case study- Teacher using zoom for daily lessons

Components of a User Journey Map

Understanding Users in UX design

Understanding users in UX design

What problem do users solve?

Why does it matter?

Components of an Empathy Map

A User Journey Map consists of several key components that help in visualizing and analyzing the user experience effectively.

Persona-

Defines the user characteristics, demographics, and goals.

Helps in understanding who the user is and their motivations.

A User Journey Map consists of key components that help in visualizing and analyzing the user experience effectively.

Persona

Defines the user characteristics, demographics, and goals.

Helps in understanding who the user is and their motivations.

It helps create products that truly meet users needs & expectations and enhance their experience.

Understanding users is crucial in UX design as-

It helps create products that truly meet users needs and expectations and enhance their experience.

Says (What the user verbally expresses)

Thinks (What goes on in their mind)

Feels (Emotions related to the experience)

Does (Actions the user takes)

Scenario

Why are User Journey Maps and Empathy Maps essential tools ?

Describes a specific use case or situation in which the user interacts with the product or service.

Provides context for the journey being mapped.

Emotions

Emotions are represented by a curved line graph that goes up and down to communicate how users feel in each phase of the journey.

It’s common practice to plant emojis on the y-axis of the journey map.

1. Help designers visualize user experiences and gain insights into user emotions, thoughts, and behaviors.

2. By mapping out the user's journey and empathizing with their experiences, businesses can design more intuitive, user-friendly products and services.

Example of Empathy Map

Action

Actions are all the tasks that make up each Scenario.

What the difference between Empathy Maps and User Journey Maps?

Case study- Teacher using zoom for daily lessons

User Journey Map?

User Journey Maps help visualize user interactions.

Empathy Maps give a deeper understanding of user emotions.

Both are essential for user-centered design.

The empathy map helps you identify what the user is struggling with and the journey map allows you to identify where in the process this is occurring.

Pain Points & Opportunities-

1. What is a Journey map?

Pain points highlight challenges and obstacles faced by users at different stages.

Opportunity identifies areas where improvements can enhance user experience.

A User Journey Map is a visual representation of a user’s experience with a product in a chronogical order.

A User Journey Map is a visual representation of a user’s experience with a product or service.

2. What purpose does it solve?

Identifies pain points, motivations, and interactions users have at different touchpoints.

Steps to Create a User Journey Map

Tools to Create Maps

Understanding User Journey Map & Empathy Map

Steps to Create a Empathy Map

1. Gather user insights.

2. Divide the map into four quadrants.

3. Fill in user Says, Thinks, Does, and Feels.

4. Identify patterns and insights.

5. Use insights to improve UX.

By-Tavishi Rana

30.01.2025

Thank You

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