High-level maps
Instead of focusing on a single user or persona's journey, experience maps provide a high-level, chronological overview of events. They’re created before journey maps to understand general human behavior without being tied up to a specific product or service.
Like user journey maps, experience maps also have phases, actions, thoughts, and mindsets/emotions.
- Phases: Phases define major goals that users want to achieve on their journey.
- Actions: Actions refer to actual steps people take to achieve their goals.
- Thoughts, mindsets, emotions: The map should reflect what emotions and thoughts arise while users go through an experience.
In the end, scan each phase of the user experience map and identify any possible areas of friction or room for improvement.[1]
