Customer Journey Mapping visualizes the steps users take when interacting with your product or service — highlighting emotions, touchpoints, and pain points along the way.
Journey maps help teams understand the full user experience — not just what users do, but how they feel doing it. They often include stages (awareness, onboarding, engagement, retention), emotional highs/lows, goals, barriers, and supporting channels or systems.
By mapping the journey, teams uncover gaps, friction, or missed opportunities. It’s especially useful in aligning product, marketing, support, and design around a shared understanding of the user experience.
Whether you’re improving a signup flow or designing a new service, journey maps bring clarity to complex experiences — and ensure that design decisions reflect real human needs, not assumptions.
