User Journey Map

Design and visualize your user's complete experience

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Alex the Active Runner
I want high-quality running gear that lasts, without the hassle.
Alex is a 28-year-old marketing professional who is passionate about running and fitness. They run 3-4 times a week and participate in local marathons. They are tech-savvy and comfortable shopping online, but value quality and good customer service.
Goals
  • •
    Find durable running shoes for long-distance training.
  • •
    Get a good value for the price.
  • •
    Have a smooth and easy online purchasing experience.
Frustrations
  • •
    Websites that are slow or difficult to navigate.
  • •
    Lack of detailed product information and reviews.
  • •
    Hidden shipping costs and complicated return policies.

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Awareness
User becomes aware of a need or a product.
Consideration
User evaluates different options.
Decision
User chooses a solution and purchases.
Service
User receives and uses the product.
Loyalty
User becomes a repeat customer.
User Actions
  • Sees ad on social media
          Touchpoints
            • Reads reviews on a blog
                  Thoughts
                      • "This is the one!"
                          Feelings / Pain Points
                                • Anxious about shipping time