User journey (Mermaid)

A journey diagram is a process with a satisfaction score per step. The low scores are the output; everything else is context.

#What this example shows

• A score from 1 to 5 on every step.

• The people involved in each step, listed after the score.

• Sections, which group the journey into phases.

#A worked example

Open it, edit it, or copy the source below.

The source, which you can paste into a new diagram and edit:

journey
  title Renewing a subscription
  section Reminder
    Receives renewal email: 4: Customer
    Ignores it: 3: Customer
    Receives second reminder: 2: Customer
  section Decision
    Compares plans on the site: 3: Customer
    Cannot find current usage: 1: Customer
    Contacts support: 2: Customer, Support
  section Renewal
    Support sends usage report: 4: Support
    Renews on the annual plan: 5: Customer
  section After
    Receives invoice: 4: Customer
    Adds two more users: 5: Customer

#Making it your own

• Score from research rather than from the room. The scores are the finding.

• Include steps that happen outside your product; that is often where the friction is.

• Name the people involved in each step; it shows where the handoffs are.

#Related

Copy it. Change one line. See what happens.