UX Mapping Methods (Miro/Figma) for empathy maps, customer journey maps, experience maps and service blueprints ↓

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https://www.linkedin.com/posts/vitalyfriedman_ux-design-activity-7370352903288537088-M8N0


💎 UX Mapping Methods (Miro/Figma) for empathy maps, customer journey maps, experience maps and service blueprints ↓

✅ Empathy maps capture user’s mindset for tasks.
✅ Journey maps describe a persona’s specific interaction.
✅ Experience maps cover “full” UX across all user types/products.
✅ Service blueprints focus on internal processes and flows.
✅ Process maps capture user’s mental model, done by users.

✅ Empathy maps: 4 quadrants — Says, Thinks, Feels, Does.
✅ Journey maps: 4 lanes — phases, actions, thoughts, emotions.
✅ Experience maps: 4 lanes — phases, actions, thoughts, emotions.
✅ Service blueprints: 4 lanes — user, frontstage, backstage, support.
✅ Process maps: no lanes — sticky notes, organized by users.

✅ Use empathy maps in initial design phase and early research.
✅ Experience maps inform and shape the customer journey map.
✅ Journey maps are a key reference in entire design process.
✅ Service blueprints are drafted after user journey mapping.

As Stéphanie Walter noted, user journeys often start way before users actually start interacting with our product — so always consider non-digital touchpoints as well. Users might even need to consult other tools and services as they interact with yours, so keep track on them, too.

UX mapping helps document and visualize findings and constraints. More often than not, it becomes a general reference for the entire team, guiding and shaping decisions and directions.

But: question assumptions and biases early. Once they live in your UX map, they grow roots — and it might not take long until they are seen as the foundation of everything, which is very difficult to challenge or question later.

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✤ Useful resources

UX Mapping Methods: A Cheat Sheet, by Sarah Gibbons, NN/g
https://lnkd.in/eSnExG4h

UX Mapping For Product Design, by Aaron C.
https://lnkd.in/eNQaKpX6

Ultimate Guide to UX Mapping (+ Templates), by Josh Zak, Justin Tan, Peter Komierowski, Mackenzie Mitschke
Post: https://lnkd.in/eyRn7-qt
Figma: https://lnkd.in/eir9jg7J

Spotify Journey Mapping, by Alexandria Goree, Faith McAllister
https://lnkd.in/egSM5jnV

Shopify Process Mapping, by Sean McGowan
https://lnkd.in/eYYEH3xU

Customer Journey Mapping (+ Template), by Taras Bakusevych
https://lnkd.in/e-emkh5A

User Journey Maps + Miro/PDF Templates, by Stéphanie Walter
https://lnkd.in/erheegtf

Journey Map vs. Service Blueprint, by Morgan Miller, Erika Flowers
https://lnkd.in/eHBXDxYR

ux design

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