Both process mapping and documenting user journeys have their place, yet focusing solely on processes only gives us a part of the picture. After all, it isn’t processes that make companies successful, it’s people.
Gaining insights into current user journeys and any pain points relies on gathering accurate information and feedback from the users themselves.
The best way to do this, as opposed to guessing, is to conduct detailed focus groups and ‘discovery’ sessions.
Download our Documenting User Journeys Guide to Best Practice below, to ensure you get the most out of any sessions you run.
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