User
Journey
Activities Touchpoints Activities Touchpoints
Understanding
the
user's
journey
through
the
service.
Think
about
these
phrases:
What
is
the
trigger
point?
What
about
before
and
after
the
service?
What
are
the
relationships
and
critical
interactions?
Beforehand
During
After
Aly Blenkin & Ellie Ereira
