Create comprehensive user journey maps that identify pain points, opportunities, and emotional states across touchpoints. Use when mapping user experiences or analyzing conversion flows.
Comprehensive guide to creating user journey maps that reveal pain points, opportunities, and emotional states across the entire user experience.
| Task | Load reference |
| --- | --- |
| Research Methods | skills/user-journey-mapping/references/research-methods.md |
Define the major phases users go through:
Awareness → Consideration → Decision → Onboarding → Usage → Advocacy
What the user does at each stage:
Where interaction happens:
How users feel (use emoticons or scale):
😊 Delighted → 😐 Neutral → 😤 Frustrated → 😡 Angry
Where friction occurs:
Where we can improve:
## User Journey: [Persona Name] - [Goal]
### Stage 1: [Stage Name]
**User Goal**: [What they're trying to achieve]
**Actions**:
- [Action 1]
- [Action 2]
**Touchpoints**: [Where interaction happens]
**Emotions**: [😊/😐/😤/😡] - [Why they feel this way]
**Pain Points**:
- [Pain point with impact]
**Opportunities**:
- [Opportunity with potential impact]
**Metrics**: [How we measure this stage]
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[Repeat for each stage]
| Stage | Awareness | Cart | Checkout | Payment | Confirmation | |-------|-----------|------|----------|---------|--------------| | Actions | Browse, compare | Add items, review | Enter details | Pay | Receive | | Emotions | 😊 Excited | 😐 Considering | 😤 Tedious | 😰 Anxious | 😊 Relieved | | Pain Points | Too many options | Price unclear | Too many fields | Security fears | No ETA | | Opportunities | Recommendations | Clear pricing | Autofill | Trust signals | Tracking |
Category:business