Customer journey maps

This is a way to visualize the user’s service “journey”. Touch-points are made when the user interacts with the service and are used for reconstructing the journey. A story-line is then created that reflects user’s experiences and emotional responses for the purpose improving the visualization of the journey.

Additional reading
Miettinen, Satu, and Mikko Koivisto. Designing services with innovative methods. University of Art and Design, 2009.