Journey Map
A visualization of the steps, thoughts, and emotions a user goes through to accomplish a goal, exposing pain points and moments that matter across the whole experience.
Why it matters
It stretches the team’s attention across the whole experience instead of the screens they own — and the worst moments usually live between touchpoints, exactly where nobody’s OKRs point.
See it
Emotion across the journey — the dip at checkout is where the OKRs of three different teams meet, and none of them own it.
The numbers
- Stages, actions, thoughts, emotions — the standard rows
- 1 persona, 1 goal per map
Related terms
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