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Understanding user journeys
This module introduces user journeys and why they matter in UX. You'll explore how mapping experiences from the user’s point of view helps uncover pain points and drive design decisions.
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The role of user journeys in UX
Mapping the current experience
iIntroduction to user journeys
01:00:00
Improving the journey experience
Learn how to analyze journey maps, identify problems, and redesign steps to improve user satisfaction and product outcomes.
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Finding friction and opportunities
Designing future-state journeys
Journey-driven design in action
Put your knowledge into practice by integrating user journeys into the design workflow—from ideation to testing.
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Using journeys in wireframes and prototypes
Validating with real users
Designing user journeys for better digital experiences

Friction in the user journey can lead to frustration, confusion, and abandonment. This lesson shows how to spot friction and turn it into opportunities for smarter design.

You’ll learn:

  • Behavioral cues that signal friction: rage clicks, exits, confusion

  • Using journey maps to prioritize improvements

  • Collaboration with stakeholders: cross-team workshops for journey improvement

  • Frameworks for problem solving: How Might We questions, usability heuristics

An in-depth example will show how a company improved user activation by simplifying a complex onboarding process. You’ll then analyze a fictional journey to identify three points of friction and propose solutions.

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