What is Journey Mapping?
A visual representation of the steps a person takes to accomplish a goal, whether a customer buying a product, a new employee onboarding, or a patient navigating healthcare. Maps typically capture actions, thoughts, emotions, and pain points across each stage.
My perspective
In practice
Most valuable when built with real data (user research, interviews, direct observation) rather than internal assumptions. The emotional layer is what makes it powerful: seeing where frustration spikes turns abstract "friction" into specific, fixable moments. Used across product strategy, service design, and organizational change.