Experience map

Experience map

Experience maps are valuable tools for understanding general user behavior and the journey towards a goal. Unlike customer journey maps, which detail specific interactions with a product or service, experience maps capture a broader view. They depict the overall feelings and steps users take in a common experience, like ordering takeout food, without tying it to a particular brand such as McDonald's or UberEats.[1]

Their practical value lies in the ability to:

  • Uncover universal insights: By focusing on general behaviors, designers can identify trends and commonalities that apply across different products or industries.
  • Enhance empathy: Understanding the overall experience helps teams to empathize with users and create more user-centered designs.
  • Facilitate collaboration: Experience maps serve as a common reference that unifies different team members, fostering collaboration and shared understanding.
  • Guide strategy: The insights gleaned from experience maps can inform both design and business strategies, ensuring that decisions align with users' actual needs and experiences.
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