Journey design is the mapping and optimizing of end-to-end user, customer, employee, or other stakeholder experiences.
Visualizing the entire journey identifies the touchpoints for potential interactions in addition to understanding the incentives, motivations, and potential behavior or emotional states of the individuals at each step along the way.
Well-crafted journeys remove friction from interactions and ensure seamless transactions, address business challenges and pain points, and align not only with the objectives and strategies of the organization, but also with the goals and expectations of the stakeholder on the journey.
