What does it mean?
A journey map represents a person's experience as they pursue a goal over time. It helps teams discuss actions, touchpoints, and pain points across the sequence. Unlike an isolated screen review, it can reveal problematic handoffs between parts of an experience.
Make it concrete.
Imagine a traveler moving from trip search through booking, confirmation, arrival, and check-in. Several teams operate those steps, but the traveler experiences a single journey.
A common mistake.
Turning a journey map into a list of pages without reflecting the person's actual experience.
When should you use it?
When examining an end-to-end experience or problems across several touchpoints.
Why keep this thought?
Seeing the whole journey helps teams prioritize the moments causing the most friction.
Explore the source.
Nielsen Norman Group — UX Maps: Glossary ↗An editorial interpretation of the linked source, not a direct quotation or endorsement.