what is it
The journey map is a synthetic representation that describes step-by-step how a user interacts with a service. The process is mapped from the user perspective, describing what happens at each stage of the interaction, what touchpoints are involved, what obstacles and barriers they may encounter. The journey map is often integrated an additional layers representing the level of positive/negative emotions experienced throughout the interaction.
use it to
Depict the whole user experience, representing the process as well as pain points and emotional flows.
Cover what happens before and after the core experience, even when it includes the interaction with other services and providers.