This cheat sheet summarizes the most important details of a journey map. Use it as an introduction to the topic, or as a reminder to put on your desk.

Journey maps visualize the experience a user or customer has over time. Like a movie tells a story of an actor as a sequence of scenes, a journey map illustrates customer experiences as a sequence of steps.

As posted in the illustration, the basic structure could be as the following:

  • stages
  • steps and titles
  • storyboard
  • texts
  • channels
  • emotional values
  • dramatic arc

There are many more details you can add to a journey map, always keep your individual case in mind.