03.1 · Capability in Experience

User journeys

The path a person takes through the product to get something done, and the structure that path runs on.

Map5 skills

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03.1.1Journey mappingMapping every step, feeling and touchpoint across a user's experience.
03.1.2User flowsThe screens and decisions a user passes through to complete a task.
03.1.3Task analysisBreaking a task into steps to understand how people really do it.
03.1.4Mental modelsHow users believe the product works, which may differ from how it does.
03.1.5Information architectureOrganizing and labelling content and features so people can find them.

Mark all 5

Where to start

3 resources

articleStart here
Getting started with journey mapping: 27 tips from practitioners ↗
NN/g · 2021 · 11 min
Practical advice from people who map journeys for a living, starting with keeping the first map rough and narrow.
articleStart here
User journeys vs. user flows ↗
NN/g · 2023 · 7 min
When you need a journey map with thoughts and feelings, and when a plain flow of steps is enough.
articleStart here
Mental models and user experience design ↗
NN/g · 2024 · 10 min
What users believe about how a system works, and how to design so that belief matches reality.

2 tools

ToolOpen source
Excalidraw
excalidraw.com ↗
Open-source whiteboard with a hand-drawn look, for quick sketches, flows and diagrams.
ToolFreemium
Optimal Workshop
optimalworkshop.com ↗
Card sorting, tree testing and first-click tests for information architecture research.