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Home » Methods » User/Customer Journey

User/Customer Journey

optimally 5-8 project members
min. 4 hours
  • Digital whiteboard: Miro or Mural
  • Video conferencing: Zoom, Microsoft Teams etc.
Best Practices

Explanation of the method

  1. Preparation: Identify the target audience or user persona for the project. Gather relevant data on user behaviors, pain points, and touchpoints.
  2. Session Setup: Use a digital whiteboard to create a timeline representing the user's journey. Invite team members to contribute insights and observations.
  3. Mapping: Identify key stages in the user journey (e.g., discovery, onboarding, usage, support). Pinpoint touchpoints and interactions at each stage.
  4. Discussion: Discuss pain points, positive experiences, and opportunities for improvement. Encourage open communication and collaboration among team members.
  5. Documentation: Document key findings, insights, and any potential improvements. Use visuals like charts, graphs, or infographics to make the information more digestible.


  1. Enhances understanding of user experiences.
  2. Identifies pain points and areas for improvement.
  3. Fosters collaboration and shared understanding among team members.


  1. Can be time-consuming, especially for complex projects.
  2. Success relies on the accuracy of user data and the team's ability to interpret it effectively.

Advice from practice

  1. Regularly update user journey maps to reflect changes in user behavior or project dynamics.
  2. Ensure diverse representation in mapping sessions to capture a comprehensive range of perspectives.
Please note that the tools and methods were created as of August 2024 and all Miro Boards are editable.
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