Vitaly Friedman delves into the significance of customer journey maps in enhancing user experience and design processes. It showcases examples from AirBnB and Spotify, provides guidance on creating journey maps, and offers free templates for Figma and Miro.

Key points

• Customer journey maps visually represent the entire user experience in one place

• Steps to create a journey map: choose a lens, define user personas, list high-level actions, add user thoughts and emotions, and identify pain points

• Customer journeys are often non-linear and unpredictable, requiring consideration of various scenarios