01 / THE IDEA
What does it mean?
A journey map visualizes the steps, goals, and frustrations someone encounters while working toward an outcome over time.
02 / IN PRACTICE
Make it concrete.
Illustrative example: A patient appointment journey includes searching, booking, visiting, and receiving results, not just the booking screen.
03 / WHAT TO WATCH FOR
A common mistake.
Treating a journey map as a decorative flowchart without research.
04 / WHEN IT HELPS
When should you use it?
When a problem crosses touchpoints, teams, or channels.
05 / FURTHER READING
Explore the source.
Nielsen Norman Group — Journey Mapping 101 ↗A reference for further learning, not an endorsement or verbatim quotation.