This LinkedIn article by Vitaly Friedman explores the practical use of customer journey maps, offering a curated set of FigJam and Miro templates to help UX and product teams better visualize user experience. The piece emphasizes that while journey maps are often overly linear or overly polished, real-world user flows are typically more unpredictable. By mapping these unpredictable paths in a collaborative format, teams can better align on user needs and opportunities for improvement.
The article includes downloadable templates designed to simplify team collaboration and encourage richer discussions. These templates allow teams to document user emotions, interactions, and friction points across various stages like onboarding, product usage, and customer support. The resource is positioned as a hands-on toolset for designers, product managers, and UX researchers aiming to create more human-centered digital experiences.
