What is a user journey map?

Question

Accepted Answer

**User journey map** — visual representation of user experience over time.

**Components:**
- User persona.
- Stages of journey.
- Actions at each stage.
- Thoughts and feelings.
- Pain points.
- Touchpoints.

**Example:**
```
Stage: Awareness → Consideration → Purchase → Post-Purchase
Actions: See ad → Research → Buy → Use product
Feelings: Curious → Excited → Satisfied → Loyal
Pain Points: None → Too many options → Complex checkout → No support
```

**Benefits:**
- Understand user perspective.
- Identify friction points.
- Improve experience.
- Align team on user needs.

**BA role:** Create journey maps to inform requirements.

Business Analyst: What is a user journey map?