Experiences have many facets. They vary depending on the user as well as the touchpoint. The first use is rarely representative of ongoing use, while best- and worst-case scenarios might barely resemble each other. The experience journey aims to look beyond all of this to capture and distill an experience into a single path representative of most users’ engagements or desired engagements over time.
In addition to the moments that best summarize an experience, experience journeys show additional layers of information, such as emotion, affect, level of engagement, and so on. If you have multiple personas, you might highlight their unique contexts and goals throughout the journey. The format and layers of information that you choose to visualize should be determined by the complexity of the experience you’re seeking to represent and the audience to whom you’ll be presenting.Buy from Amazon Buy Elsewhere
Template: Experience Journey
A starter template for mapping features, engagement, emotion, and more along an experience journey. Adjust the curve to show engagement or emotion and add your own descriptions and illustrations.
Workshop: Collaborative Experience Journey Poster
A poster for working with team members, stakeholders, and users to collaboratively capture and design the experience journey.
The experience journey for Ambience Mirror looks at how the four personas engage with the same product over time. Across all personas, it seeks to capture general actions and levels of engagement, highlighting a single specific engagement within each illustration. Color highlights which moments the team has decided to prioritize across the experience.
Who will use my product or service? What are their unique needs? What are the bounds of their understanding?
How do we keep features user-centric? How do we capture all aspects of a feature so that they don't get lost?
How does the user move through different channels and touchpoints? What are users interacting with at different points in time?
Where should we focus our effort? What are other things the user might be experiencing alongside our product or service?