Empathize
User journey
A map of the steps, touchpoints, and emotions a user goes through while trying to accomplish a goal.
Also called: journey map, user journey map
Journey maps show when and where pain happens - not just who experiences it. They highlight moments of confusion, delay, or workaround that interviews alone might miss.
Use journeys when timing, handoffs, or channel mix matter. Pair them with personas for a complete Empathize picture: who the user is, and what they go through.
Related terms
- User persona - A research-based profile of a target user segment - goals, behaviors, and constraints - used to keep teams aligned on who they serve.
- Empathy interview - A structured conversation focused on understanding a user's experiences, pain points, and context - not validating a solution.
- Pain point - A specific frustration, friction, or unmet need that a user experiences in a real context.