User Journey Map

Format: Map out the complete journey a user takes to accomplish a goal.

Steps: Recall a recent purchase/sign-up experience and draw the timeline:

For each stage, record:

• User action: What they did
• Touchpoint: Where they interacted with the product
• Emotion: Happy / Neutral / Frustrated (draw a line that rises and falls)
• Pain point: Where it felt uncomfortable
• Opportunity: Where it could be improved

Find the "Moments of Truth": The point where the user almost gave up AND the point where the user felt delighted.