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User journey diagrams describe at a high level of detail the exact steps different users take to complete a specific task within a system, application, or website. This technique shows the current (as-is) user workflow and reveals areas of improvement for the to-be workflow.

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Basic example

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Syntax overview

Each user journey is split into sections that describe the part of the task the user is trying to complete.

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Basic structure

journey
    title [Title text]
    section [Section name]
      [Task name]: [Score]: [Actors]

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Task syntax

Tasks follow this format: 
Task name: <score>: <comma separated list of actors>
The score is a number between 1 and 5 (inclusive), representing the user’s satisfaction or experience level with that task.

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Complete example

Here’s a more detailed user journey showing a typical working day:

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Multiple actors

Tasks can involve multiple actors by separating them with commas:

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Scoring guide

The score represents the user’s experience:
  • 5 - Very positive experience
  • 4 - Positive experience
  • 3 - Neutral experience
  • 2 - Negative experience
  • 1 - Very negative experience
Use user journey diagrams to identify pain points in user workflows. Tasks with low scores (1-2) often indicate areas that need improvement.
User journey diagrams are excellent for stakeholder presentations as they clearly show the user’s emotional experience throughout a process.

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