Show the User Journeys

The User Journey describes a sequence of steps a user follows in order to reach a goal. Some of these steps represent points of contact with a product, demonstrating how the user interacts with it. As we build the journey, the team raises questions and alternative opinions about the user's desires and the product's capabilities.

1. Select a persona.
2. Identify a goal for this persona.
3. Write the persona and her goal on a post-it and place it on the top left side of a canvas (A3 paper or flipchart is best so it can be moved around).
4. Decide the starting point (helpful questions: how does the persona starts her day? What triggers the desire for achieving the goal?), write this starting point on a post-it and put it on the canvas.
5. Describe each following step on a post-it and place it next on the canvas. Continue placing steps until the persona achieves her goal

Here's an example of a User Journey:

The photo shows a lot of users’ journeys in the same table, with lots of people staring at them. The personas and goals (pink post-its) are at the left of the flipchart, and their journeys go from the left to the right (each step in a yellow post-it).