User Journey Mapping

Journey Map Structure

Columns (Stages)

• Awareness → Consideration → Decision → Onboarding → Usage → Advocacy
• Or define custom stages based on your product.

Rows

• Actions: What the user does at each stage.
• Touchpoints: Where they interact (website, app, email, support).
• Thoughts: What they're thinking.
• Emotions: How they feel (plot as a line: positive to negative).
• Pain Points: Specific frustrations.
• Opportunities: Where you can improve.