A user journey describes the steps a person goes through to reach a goal in their interaction with an organisation. It may begin before the user visits the website and continue through consideration, contact, purchase, delivery and follow-up. A user journey therefore shows more than just the pages on a website.
What does a user journey involve in practice?
In practice, goals, questions, barriers and touchpoints are mapped at each step. The map can show where users need information, where expectations are not met and which parts of the experience should be improved. It is useful to distinguish between the actual journey and how the organisation wants it to be.
A user journey is relevant when several channels or teams influence the customer experience. See touchpoints, User flow and User needs.
Let's build something solid together
.avif)
We help ambitious businesses with branding, UI/UX and Webflow solutions that are thoughtful, clear and built to last.
