UX Mapping
1. What Is UX Mapping?
Section titled “1. What Is UX Mapping?”UX Mapping is a method used to visually represent a user’s experience when interacting with a product or service.
Purpose
Section titled “Purpose”- Summarize and structure insights from user research
- Identify pain points
- Define a clear UX strategy
2. Why Use UX Mapping?
Section titled “2. Why Use UX Mapping?”- Helps translate research data into actionable formats
- Provides a global view of the user journey
- Encourages shared understanding across teams
- Acts as a communication and collaboration tool
- Serves as a basis for ideation and prototyping
3. Main UX Mapping Methods
Section titled “3. Main UX Mapping Methods”| 🛠️ Method | 🎯 Main Objective |
|---|---|
| Empathy Map | Deep understanding of the user |
| Customer Journey Map | Full journey from pre-purchase to post-purchase |
| User Journey Map | Focused path for a specific task or scenario |
| Experience Map | Broad exploration of experience, often multi-persona |
| Service Blueprint | Details internal processes behind the experience |
4. Focus on Key Tools
Section titled “4. Focus on Key Tools”Empathy Map
Section titled “Empathy Map”- Focused on the user and their perceptions
- 4 quadrants:
- Says: what the user says
- Thinks: what the user thinks
- Does: what the user does
- Feels: what the user feels
- Can include frustrations, fears, expectations
- Often created during collaborative workshops
Customer Journey Map (CJM)
Section titled “Customer Journey Map (CJM)”- Timeline of the full user experience
- Includes:
- Journey stages
- Touchpoints
- User goals
- Emotions
- Channels used
- Helps identify:
- Friction points
- Improvement opportunities
- Team responsibilities
Steps to Build a CJM
Section titled “Steps to Build a CJM”- Select a target persona
- Define the scope (where the journey starts and ends)
- Break down the journey into steps
- Structure the map into horizontal layers:
- Touchpoints
- Emotions (curve)
- Goals
- Assumptions
- Proposed solutions
- Analyze and share insights with the team
Tip
Recommended tools: Figma, Miro, Smaply
Other Useful Variants
Section titled “Other Useful Variants”- User Journey Map: specific flow (e.g., app signup)
- Experience Map: high-level overview (often multi-channel)
- Service Blueprint: adds the back-office/internal process layer
5. Best Practices
Section titled “5. Best Practices”- Base your work on real user research data
- Work in a multidisciplinary team
- Clearly visualize emotions, touchpoints, tools used
- Regularly update maps based on user feedback
- Adapt the format to the audience (internal, client, dev…)
Conclusion
Section titled “Conclusion”UX Mapping is a powerful tool to:
“Turn intuition into a concrete understanding of the lived experience.”
It connects user insights to product and design decisions, while offering a shared vision across all stakeholders.