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Journey Mapping 101: What is a journey map? Well, first, Im going to use two words: user journey map and customer journey map throughout this video. They mean the same thing. It is a visualization that tells a narrative of the end user trying to accomplish a specific task or goal as it pertains to your company. Now, we know all journey maps look different, but the best part is, the same 5 underlying components are in all of them. The first is the actor. This is the main star of the journey youre mapping. Second, were going to breathe life into the actor with a scenario and expectations. Now, the scenario is what theyre trying to accomplish, and their expectations are what they expect as they try to accomplish that thing or task. Then we have journey phases. This is number three. These are high-level, meaningful chunks of information that tell that high-level narrative of what your user is doing. Then the meat of the journey map is number 4. These are our actions, mindsets, and em
