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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

User journeys are visual representations of the steps a user takes to accomplish a specific goal within a product or service. In this lesson, you’ll discover why understanding the full journey—before, during, and after interaction—is essential to great design.

We’ll cover:

  • The anatomy of a user journey: actions, thoughts, emotions, and touchpoints

  • Common use cases: onboarding, checkout, customer support, feature discovery

  • How user journeys differ from task flows and user flows

  • Examples from real apps to illustrate the impact of journey-focused design

Through practical exercises, you’ll begin outlining a user journey for a product or service you use regularly, helping to develop empathy and analytical thinking.

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