A user journey is the step by step process that a user takes to reach their goal. User journeys should be written with every possibility in mind, i.e. what happens when things go to plan, and what happens when they don’t.
Once sketched out, a user journey should be presented in a map/flow. While user journey maps come in all shapes and formats, commonly it’s represented as a timeline of all touch points between a user and a product. This timeline contains information about all channels that users use to interact with a product.
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