User Journeys
Capture the paths users take to accomplish specific goals — including their actions, thoughts, and emotions. Journey maps highlight friction, decision points, and opportunities for improvement, helping design teams create smoother, more supportive experiences.
When to Employ This Service
Use to map emotional and behavioural stages of the user’s experience over time — especially helpful in identifying friction or decision-making gaps.
Outcomes & Benefits
Journey maps connect experience gaps to user goals and product value. They help teams empathise, align, and prioritise effectively.
Visual clarity across fragmented journeys
Identification of key friction and decision points
Alignment of UX work with broader strategy
Focused investment in high-impact touchpoints
Approach
User journeys clarify how people move through systems and services over time. I work with teams to visualise pain points, needs, and context — both today and in ideal futures.
Discovery: Gather data from users, analytics, and teams
Mapping: Create visual narratives from first contact to outcome
Synthesis: Identify breakpoints, duplication, and missed opportunities
Communication: Enable prioritisation and alignment
Typical Deliverables
Discover
Evidence-based user flow sketches
Define
Journey map visuals (current state)
Design
Annotated future-state journey maps
Gap analysis overlays