It is a fact that the more you understand the users, their needs and behavior, the easier it will be to find UX issues and know how to fix them. Understanding the user journey related to your services or products will help to better understand it, and it will help you to understand the context of users. You will gain a clear picture of where the user has come from and what they are trying to achieve. All the information you already gathered during the stakeholder and user interviews, and also CCA, will help you to come up with the user journey and its touch points. To draft the journey map, UX Mastery suggests you include:
- Personas: The main characters representing the user needs, goals, thoughts, feelings, opinions, expectations, and pain points of the user
- Timeline: A finite amount of time or variable phases
- Emotion: Frustration, anxiety, happiness...