Experience Maps

An experience map is a visual tool that outlines a person's interactions and feelings throughout their journey with a product or service. It highlights key moments, emotions, pain points, and opportunities for improvement, helping organizations understand the customer’s perspective. By mapping out the entire experience—from initial awareness to post-use support—businesses can better design solutions that enhance satisfaction, reduce frustration, and create more meaningful, seamless interactions. Essentially, it serves as a detailed blueprint of the customer’s experience, guiding better decision-making and improving overall service delivery.