Why User Journey Mapping Matters

Building on the foundation of personas, which help you understand who your users are, user journey mapping takes that knowledge further. It shows how users engage with your product, what they feel during interactions, and where they face difficulties. This step is crucial for creating products that go beyond basic needs to deliver an emotional connection with users.

Before identifying friction points, let's visualize a real-world customer journey. The following case study shows how Amazon handles its customer interactions.