User journey and touch points

It is a fact that the more you understand the users, their needs and behavior, the easier it will be to find UX issues and know how to fix them. Understanding the user journey related to your services or products will help to better understand it, and it will help you to understand the context of users. You will gain a clear picture of where the user has come from and what they are trying to achieve. All the information you already gathered during the stakeholder and user interviews, and also CCA, will help you to come up with the user journey and its touch points. To draft the journey map, UX Mastery suggests you include:

• Personas: The main characters representing the user needs, goals, thoughts, feelings, opinions, expectations, and pain points of the user
• Timeline: A finite amount of time or variable phases
• Emotion: Frustration, anxiety, happiness, and so on
• Touch points: What customers are doing, their actions and interactions with the organization
• Channels: Where interaction takes place (the context of use)

The UX specialist Kate Kaplan, from NNGroup, suggests using this template:

As regards the other UX tools, you can find many different templates, such as the following example, by designer Jonathan Lupo (@userexperience):

The following version by design agency, MadPow, is more detailed and a great example of a timelined journey map:

If you still don't feel confident enough to come up with your user journey map, I recommend the video How To Create A Customer Journey Map, by UX Mastery: https://www.youtube.com/watch?v=mSxpVRo3BLg.