The expert guide to experience mapping

Analysing the end-user journey isn't new in digital design. But as websites and digital products become more interconnected across channels and devices, it's increasingly important to find sources of insight about end-users' interactions with your digital product or service.

Gaining insight into that journey through experience mapping has become more and more useful. A good experience map will show the journey of the user through the different touchpoints that characterise his or her interactions. It shows a persona in action and serves as a hub for empathy and understanding around the end-user's experience.

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