User Journey

A user journey describes the steps, questions, and experiences a person has while interacting with a business or service. A homeowner needing a repair might discover a website through search, check the service area, compare reviews, make a phone call, and assess the follow-up afterward. Mapping this journey can reveal uncertainties that a website alone cannot fix, such as unclear response expectations. A conversion funnel typically organizes measurable stages toward a desired action, while a user journey pays more attention to context, needs, and touchpoints. Because different customers behave differently, journey maps should be informed by evidence or clearly identified assumptions rather than treated as an exact record of everyone's behavior.