User journey template

Define the user experience to identify opportunities to improve

Start from this template

Table of contents

Start from this template

User journey

User journey template FAQs

Template use cases

All

Design

Design thinking

Related templates

Use this collaborative template to gain a more complete understanding of your user's experience, from the phases they have to go through to the emotions that they experience at each stage. Through this exercise, you'll identify first the user’s pain points and then opportunities for improvements along the journey.

5 benefits of creating a user journey

User journeys can help simplify complex processes.
User journeys make it easier to see the "big picture" and understand how all the pieces fit together.
User journeys can help you identify potential pain points and areas for improvement.
User journeys foster creative thinking and help you craft a more intuitive and user-friendly experience.
User journeys can help you better understand your users and their needs.

How to use the user journey template

Step 1: Detail each phase of the user journey

What are the phases of the process? For example, if the user is going to the market, the overarching phases of the trip are getting ready to leave, traveling to the market, shopping, and returning home.

Step 2: Map out the steps of each phase

What steps are involved in the above phases? For example, in order to get ready to leave, the user will likely collect any shopping bags that they have, prepare a list of items they want to buy, decide on a mode of transportation, etc.

Step 3: Add what each user should feel during every phase

What should the user feel as they move through the phases? For example, if the user is preparing to leave for the market, they might be thinking, 'what is it that I'd like to make for dinner this week?' How does what the user is feeling affect their journey?

Step 4: Outline any pain points for each phase

What are some issues that the user is likely to face as they move through each phase? In the market example, it's possible that they don't have enough shopping bags to carry all of the goods they would like to buy.

Step 5: List out the opportunities for improvement based on the steps, feelings, and pain points the user feels

What opportunities for improvement can you identify that would make the phases or the individual steps easier for the user? Using the above market example again, how could planning be facilitated, or transport addressed? What could be simplified or streamlined so that the user has a smoother and easier experience overall?

Start from this template

User journey template FAQs

What are the benefits of creating user journeys?

User journeys allow you to map out the steps a user takes to achieve a goal, and can be used to identify pain points and areas for improvement. Journey mapping also helps you to understand how your users feel at each stage of their journey, which can be helpful in designing targeted interventions. Ultimately, creating a user journey can help you to design a better user experience and improve customer satisfaction.

What is the difference between user story and user journey?

User stories and user journeys both involve mapping out the steps a user takes to complete a task. However, user stories tend to focus on the individual steps, while user journeys take a broader view of the overall experience. Journey mapping is often used in user experience (UX) design to help identify pain points and improve the user experience. User stories, on the other hand, are typically used in software development to help define features and requirements. In short, user story tells you what a user does, while user journey shows you how the user experiences your product.

What is user journey mapping?

User journey mapping is a process of tracking the steps a user takes in order to complete a task. It helps to identify user needs and pain points, and can be used to improve the user experience. Journey mapping begins with identifying the user's goals. Once the goals are understood, the user's journey can be mapped out, step by step. This process helps to identify areas where the user may need more help or clarification, and can also reveal areas of confusing or unnecessary steps. By understanding the user's journey, businesses can make changes to improve the overall user experience.