In this comprehensive guide, we delve into the world of user journey maps. User journey maps are a fundamental tool in understanding the myriad of ways users can interact with a product or service. These maps depict the user’s experience from start to end, providing crucial insights into their needs, challenges, and overall behavior. By examining various examples of user journey maps, this article aims to show how these tools can significantly optimize user experience, facilitate design decisions, and ultimately impact the success of your product or service.

What is User Journey Mapping?

User Journey Mapping is a strategic process of creating a graphical interpretation of a user's interaction with a product or service. It's a visualization technique that includes the entire spectrum of a user's experience, from initial contact through the process of engagement and into a long-term relationship. This kind of mapping offers a deep dive into user behavior, emotions, pain points, and moments of delight, providing a detailed view of their journey.

Importance of User Journey Maps

User Journey Maps serve as essential tools in the field of UX design, playing a significant role in enhancing user experiences. They shed light on the user's path, illuminating areas where the user experience can be improved and opportunities for innovation can be seized.

By mapping out the user's journey, businesses can pinpoint gaps in the user experience and identify areas where the product or service is not meeting user needs. These insights aid in aligning the product or service more closely with user expectations, thereby driving user satisfaction and loyalty.

By understanding the user’s journey, businesses can make data-driven decisions that balance both user requirements and business goals, leading to more effective strategies and higher returns on investment.

In essence, User Journey Maps are instrumental in bridging the gap between user expectations and business objectives.

Components of a User Journey Map

Understanding User Personas

User personas are imaginary characters that embody different types of users who might interact with your product or service. They are built on research and often represent a blend of demographics, behaviors, motivations, and goals. These personas act as stand-ins for real users, assisting in empathizing with the user base and designing solutions personalized to their needs.

Make your own User Journey diagram.

Identifying the needs of each persona is a vital step. It involves pinpointing the objectives, motivations, and challenges of each persona. This understanding enables businesses to design products or services that address these needs and provide value, enhancing overall user satisfaction.

Touchpoints and Interactions

Touchpoints refer to every instance where a user comes into contact with your product or service. These can occur across various channels, such as websites, mobile apps, customer service, and physical stores, and at different stages of the user journey.

Mapping interactions involves detailing the user's actions, feelings, and thoughts at each touchpoint. This process captures the context of the interaction, the user's goals, and their emotional state, providing valuable insights into how users experience your product or service.

Examples of User Journey Maps

In this section, we explore different types of user journey maps, each tailored to a specific type of business - from e-commerce platforms to SaaS products and mobile apps.

E-commerce User Journey

The e-commerce user journey often starts with exploring products, filtering based on preferences, and comparing options. The next stage involves buying, where users add items to their cart, go through the checkout process, and finalize payment. The journey doesn't end there; it extends to post-purchase experiences such as monitoring shipments and interacting with customer support.

Make your own User Journey diagram.

SaaS Product User Journey

For a Software as a Service (SaaS) product, the user journey might commence with an introduction, which includes signing up, initial setup, and learning how to use the service through tutorials. Following this, the focus shifts to product utilization, involving regular interaction, discovering different features, and engaging with the product. The final stage is either continuation, where the user decides to extend using the service, or cessation, where the user opts to cancel their subscription.

Mobile App User Journey

The mobile app user journey typically initiates with app identification, where users find the app through an app store search, read reviews, and decide to download. The acclimatization phase follows, during which users register, grant necessary permissions, and commence using the app. The journey persists with usage trends, which involve frequent interactions, probing various features, and providing feedback.

Building User Journey Diagrams with Gleek

Introducing Gleek

In the field of diagram creation, Gleek has established itself as an exemplary tool that blends functionality, clarity, and a user-friendly interface. It simplifies the complex process of creating diagrams, including user journey maps. With Gleek, you can quickly convert ideas into visual forms, thanks to its array of templates and intuitive syntax.

Instructions to Craft User Journey Maps Using Gleek

Whether you're an experienced professional or a beginner in creating user journey maps, Gleek's efficient and accurate approach will facilitate your task. Here is a concise guide on how to create a user journey map using Gleek:

Choosing a Template: Initiate by selecting a suitable user journey map template from Gleek's comprehensive library. These templates serve as a foundation, allowing you to focus more on the content rather than the layout.

Inserting Elements: After picking a template, the subsequent step involves incorporating personas, touchpoints, and interactions onto the canvas.

Make your own User Journey diagram.

Here, Gleek's keyboard shortcuts and commands come into play. For instance, to establish a group of stages, use "/g Stages group name". When crafting tasks, start a new line, press TAB, and provide a name. You can also integrate emotional aspects into tasks by typing ":" followed by a number from 1 to 6, with 0 to 2 signifying negativity, 3 being neutral, and 4 to 6 indicating positivity. To associate touchpoints with each task, press TAB and input their names.

Sharing and Collaborating: Once your user journey map is ready, Gleek offers options for collaboration and sharing. You can distribute your diagram to team members for feedback, making it a powerful tool for collective brainstorming and decision-making.

Gleek's approach emphasizes efficiency, precision, and expertise in diagram creation, making it a valuable tool for any business seeking to comprehend and enhance its customer journey.

User Journey Mapping in Service Industries using Gleek

The service industry, with its diverse sectors, presents unique challenges and opportunities in understanding user journeys. Let's explore two examples: Healthcare and Banking.

User Journey in Healthcare: Patient Appointment Scheduling

In healthcare, a fundamental user journey involves patient appointment scheduling. This process starts when a patient decides to schedule an appointment and ends when they successfully book one.

Using Gleek, you can set up a group of stages using the "/g Stages group name" command. The stages might include 'Identify Need for Appointment', 'Search for Provider', 'Schedule Appointment', and 'Receive Confirmation'.

For each stage, initiate a new line, press TAB, and provide a task name. For example, under 'Schedule Appointment', tasks could be 'Choose Date and Time', 'Input Personal Information', and 'Confirm Details'.

You can then incorporate an emotional aspect into these tasks by typing ":" followed by a number from 1 to 6. This feature helps gauge user sentiment at each step of the process, enabling you to identify areas for improvement.

Lastly, link touchpoints with each task by pressing TAB and inputting their names. These touchpoints could include 'Healthcare Portal', 'Search Engine', 'Online Calendar', 'Form Page', and 'Confirmation Email'.

Check out another example of How to create a User journey map for a food ordering app via Gleek.

User Journey in Banking: Applying for a Loan

Another critical user journey in the service industry is the process of applying for a loan in banking. This journey begins when a customer decides to apply for a loan and ends when they submit their application.

Again, use Gleek to set up stages such as 'Identify Need for Loan', 'Research Loan Options', 'Select Loan', 'Fill Application', and 'Submit Application'.

Make your own User Journey diagram.

For each stage, create tasks and assign emotional ratings to represent user sentiment. This will allow you to pinpoint any friction points that might cause frustration or dissatisfaction.

Touchpoints for this journey could include 'Bank Website', 'Search Engine', 'Loan Information Page', 'Application Form', and 'Confirmation Email'.

By using Gleek's efficient and precise diagram creation tools, e-commerce and service businesses can gain a deeper understanding of their users' journeys. This knowledge can be leveraged to enhance the shopping experience, thereby fostering user satisfaction and loyalty.


It's clear now how user journey mapping is vital for understanding and improving user experiences. We've highlighted the significance of detailed visual representations that show how customers interact with your business, from their first contact to making a purchase.

The creation of these maps can be intricate, but tools like Gleek significantly simplify the process. With its focus on keyboard shortcuts, efficiency, clarity, precision, and functionality, Gleek delivers a streamlined method for building user journey diagrams. It provides a variety of templates, an intuitive design, and simple commands for a faster, more effective diagram construction process.

Incorporating these elements into your user journey map can provide a more accurate understanding of your customers' paths, revealing opportunities for enhancement and optimization. The ability to share and collaborate on these diagrams further amplifies their value, facilitating collective brainstorming and decision-making.

Related posts

Exploring User journey mapping in Design thinking: A beginner's guide

How to create a User Journey diagram for a food ordering app