User journey map example

User journeys can reveal opportunities

Mapping complex experiences

I’ve recently learned how user journey maps can help understand user flows and problems as a designer. But I think the bigger benefit is using those maps to have a conversation with others involved in the project to bring everyone to the same understanding. NN/G has a great course on user journey mapping and another on service blueprinting that really helped me to think differently about the process and apply those learnings to my job.

A UX designer can often be seen as a “page” delivery expert. But our work is much more valuable when we’re thinking about “experience” delivery.

I’m using user journey mapping in several of my projects to understand complex sequencing, find opportunities for improving the flow, creating a backlog of needed user research studies, and evolving the systems and processes that make these flows happen.

User journey sketches

One of the problems I’ve found is that user journey map examples tend to look very polished. But their intention is to deliver a message, understand a scenario. I wanted to break out of the idea that user journeys have to be polished or even done by designers. I built a toolkit in Miro in order for anyone to be able to dive in and create a user journey with the right team.

User journey map template in Miro

I often see conflation between user journeys (meant to understand a specific user’s flow throughout a process to accomplish a task) versus a user flow (meant to show an opinionated flow of how a user may go through a specific process).

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Because I didn't do all of this shit myself

Design talks

Cross-team sharing I helped to start a concept of sharing across our large (at the time) 30 person or so design & development team (it’s now grown to close to 60). As our team evolved, it was becoming more and more difficult to stay connected. What we found useful in smaller sessions were leaders of […]

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Blurry org chart

Leading design teams

Becoming a design manager I was hesitant to move into people management. I had studied for years to become a designer. I was worried I’d no longer be able to do the thing I was best at. I loved coding. I loved being in my zen space, working on a design to solve a user […]

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A call on a Sunday

Design without context I got a call on a Sunday from my bosses boss. So I knew something big was happening. It wasn’t the first time I had a call like this, but it was normally less hush hush, and revolved around something like a new product release or a partnership. But this time it […]

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