Experience maps depict how a service is experienced by your users.
What is it?
Experience maps show the journey of the user through different touchpoints that influence their perceptions, emotions and satisfaction.
When to use
Create a journey map during a discovery phase, once you have observed trends in your users’ experience. Continuously evolve it over time as your understanding of your users’ experience develops.
UX Service training
Get training in experience mapping as part of our UX training package.
If you’re looking for online training, University of Edinburgh staff (non-visiting) can access Chris Nodder’s Experience Mapping training on Lynda.com. It's part 3 of his UX Design: Analyzing User Data course.