TermCraft conventionFoundational
Journey Map
A map of what someone goes through, start to finish.
Definition
A visualisation of the stages a person moves through, including actions, thoughts, emotions and pain points.
Craft convention. True because the industry converged on it. Breaking it costs familiarity, not correctness.
In plain language
A map of what someone goes through, start to finish.
Example
Mapping a returns experience across the website, the courier and the email confirmation.
Continue from here
Each link says what the connection is, so you can tell a principle from an alternative from a thing people mix this up with.