User experience journey map: theoretical and practical aspects

Nikolaj Ambrusevič () and Margarita Išoraitė ()
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Nikolaj Ambrusevič: Vilniaus kolegija / Higher Education Institution, Lithuania
Margarita Išoraitė: Vilniaus kolegija / Higher Education Institution, Lithuania

Entrepreneurship and Sustainability Issues, 2025, vol. 12, issue 3, 205-215

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.

Keywords: user experience; user experience journey; user experience journey map; marketing (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:ssi:jouesi:v:12:y:2025:i:3:p:205-215

DOI: 10.9770/g5473623384

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