What is User journey map?
A user journey map is a visual timeline of the steps a person goes through to reach a goal with a business, such as buying a product or onboarding to a service, along with their actions, thoughts and feelings at each step. It often spans several channels, not only the website or app.
Why it matters for your business
Journey maps reveal where customers get stuck or drop off between teams and systems, pointing to the improvements that matter most rather than isolated screen tweaks.
Mapping the journey from quote request to first delivery shows that customers wait three days for a manual credit check, which becomes the first step to automate.