The intricacies of journey mapping

What does the journey mapping process look like and why is it important?

Image from Keap.

As a designer it is crucial to be able to figure out the journey of a user or customer from stage one. That fact alone is exactly why journey mapping is so crucially important, if we cannot understand the beginning of a journey of a user to find a solution to the problem they are experiencing then we truly cannot engineer a design solution for them.

The journey map that I made as an example to help me further understand this concept can be seen below this paragraph, and it details the process of a 22-year-old male looking to buy a car. I go over some touchpoints and the overall journey of trying to find the best solution to buying a car and where they would be able to buy this car. It was interesting to make a map like this because it is unlike anything I have ever done before or even thought about before, I explored different aspects of the process of buying a car and how difficult and intricate it can be.

Buying a car has many steps and while it can be extremely hard to find a vehicle that works for the person, it is also helpful to understand the beginning to end. This journey map not only shows what the customer journey looks like from some of the first steps but also to the end and what each stage can look like for a person of this persona or someone similar.

This process can also be considered like others for other users and what not. Buying a car is similar to so many other problems that people like this persona may face or others, allowing for many parts and aspects of the journey map to be recreated or copied to other journey’s.

You can see my full presentation on these websites at the link below.

https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:2a0fd1ef-73c3-4657-a346-41225b064ed7