Draw a timeline of the user journey of the experience that we exploring.
How to use journey mapping at the Understand stage
When using the journey map at the synthesis stage...
We have already used the journey map during the understanding phase. Now is a good time to look at it again.
Previously we will have mapped out our assumptions, now we can map out the actual and see where our assumptions went wrong and identify pain points for the user. As with the empathy map, the journey map can also help us identify contradictions.