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description: Use when mapping the full end-to-end experience a user has with a product or service
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# User Journey Map

Visualize every touchpoint, action, emotion, and pain point a user encounters across their entire experience with a product or service, from first awareness through ongoing use.

## Steps

1. **Define the persona and scenario** — Select a specific user persona and the journey scope (start and end points).
2. **List phases** — Break the journey into sequential stages (e.g., Awareness, Consideration, Purchase, Onboarding, Use, Renewal).
3. **Map touchpoints and actions** — For each phase, document what the user does and which channels they interact with.
4. **Capture emotions and pain points** — Record how the user feels at each stage; identify frustrations and moments of delight.
5. **Identify opportunities** — Highlight gaps, drop-off risks, and areas where the experience can be improved.

## Output Format

A horizontal timeline table with rows for: Phase, User Actions, Touchpoints/Channels, Emotions (high/low curve), Pain Points, and Opportunities.