What is an user journey map?
A journey map follows one person through every stage of getting something done with your product, recording what they do, think and feel along the way. Low points in the feelings row are where the opportunities are. This template has five stages, from discovering the product to recommending it, with sticky notes ready to rewrite.
When to use it
- Summarising user interviews or support tickets in one picture.
- Finding the moments where people give up, so you know what to fix first.
- Aligning product, marketing and support on the same customer story.
How to make an user journey map in SketchFlow
- Step 1: Open the journey map template in SketchFlow.
- Step 2: Rename the five stage headers to match your product's journey.
- Step 3: Rewrite the sticky notes in the Actions and Thoughts rows using real research quotes.
- Step 4: Recolour each feeling marker (green, yellow, red) from the properties panel to show how the stage felt.
- Step 5: List an opportunity under every low point, then export or share the board.
Tips for a better result
- Map one persona and one scenario per board.
- Use people's own words in the Thoughts row.
- Start fixes where a red feeling sits next to a high-traffic stage.
Questions about this template
What is a user journey map?
It is a diagram of the steps a person takes to reach a goal with your product, along with what they think and feel at each step.
How many stages should a journey map have?
Usually four to seven. Fewer hides problems; more becomes a process map instead of a story.
What is the difference between a journey map and an empathy map?
An empathy map captures what a user says, thinks, does and feels overall. A journey map lays those observations out over time, stage by stage.