Journey pain-point mapper
Plot how a user feels at each step of a journey and where the pain points are. The curve shows you at a glance where to focus. Export the map for your team.
Your journey
Name each step, set how the user feels from 1 (awful) to 5 (great), and note the pain point where there is one.
Why the curve matters
People remember a journey by its worst moment and how it ends, not by the average. A single very low point does more damage than several mildly annoying ones, which is why the map highlights the lowest steps in red and tells you to start there.
Where the numbers should come from
Ideally from users: ask participants to rate each step at the end of an interview or usability session, or use a short survey. If you are filling it in from your own knowledge, treat it as a hypothesis to test.
This is the first step of customer journey mapping, where we add touchpoints, emotions, channels and the back-stage causes of each pain point.
Want the full journey map?
We map journeys from research and run the workshops that get your team to agree on the fixes.