Mapping User Journeys using visual languages

A user journey, or journey map, visualizes a path or flow through a Web site, application, or service experience—from a starting point to an end objective—based on the user’s motivations and experiences. Journey mapping helps us to create a mental model of an experience that the user goes through to achieve a goal. This valuable information lets us document and visualize existing paths that the user takes and, in turn, analyze and improve upon them. This sounds wonderful does’t it? Well, it is. But we often encounter problems when we start trying to communicate these journeys in a language that presents well and adds value.

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