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User experience journey map: theoretical and practical aspects

Author

Listed:
  • Nikolaj Ambrusevič

    (Vilniaus kolegija / Higher Education Institution, Lithuania)

  • Margarita Išoraitė

    (Vilniaus kolegija / Higher Education Institution, Lithuania)

Abstract

Recently, due to rapid technological development, the user experience journey has become an essential factor in creating commercially successful products and services. The impact of user experience on overall satisfaction level depends on how individuals interact with and provide digital platforms, applications, and websites. Therefore, the user experience journey map helps understand and predict users' primary needs, behaviour, and motivation to create seamless, intuitive, and enjoyable experiences. A well-designed user experience journey map drives satisfaction and significantly impacts the user's intentions, influencing their decisions, loyalty, and overall engagement. The article analyses the process of creating the user experience journey map and provides practical analyses of implemented user experience journey maps.

Suggested Citation

  • Nikolaj Ambrusevič & Margarita Išoraitė, 2025. "User experience journey map: theoretical and practical aspects," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 12(3), pages 205-215, March.
    • Handle: RePEc:ssi:jouesi:v:12:y:2025:i:3:p:205-215
    DOI: 10.9770/g5473623384
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    More about this item

    Keywords

    user experience; user experience journey; user experience journey map; marketing;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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