Learn about who we work with…

Scenario Map

What is Scenario Map?

A scenario map is a visual representation that illustrates the steps, interactions, and emotions of a user as they engage with a product, service, or system. It depicts the user's experience across different touchpoints and channels, capturing their goals, actions, pain points, and opportunities for improvement.

Why is Scenario Map important?

By creating scenario maps, designers and stakeholders gain a deeper understanding of the user's experience, uncover insights, and identify opportunities to improve the overall user journey. It helps inform decision-making, prioritize design enhancements, and ensure a more user-centered and holistic approach to product or service development.

How to use Scenario Map?

Key points about scenario maps include:

User-Centric Perspective: Scenario maps focus on the user's perspective, highlighting their motivations, needs, and behaviors throughout their journey.

Sequential Flow: Scenario maps depict the user's journey in a sequential manner, illustrating the various stages, touchpoints, and interactions they encounter along the way.

Multiple Dimensions: Scenario maps capture both the user's external actions and their internal thoughts, emotions, and expectations at each stage of the journey.

Visual Representation: Scenario maps are typically represented visually, using timelines, diagrams, or other visual elements to convey the user's journey effectively.

Holistic View: Scenario maps provide a holistic view of the user's experience, showing the end-to-end journey rather than focusing on isolated interactions.

Insights and Opportunities: Scenario maps help identify pain points, areas of improvement, and opportunities to enhance the user experience at various stages of the journey.

Alignment and Communication: Scenario maps facilitate alignment and communication among stakeholders, helping teams understand and empathize with the user's perspective and identify collaborative opportunities.

How can we help you?

Let’s Chat

About Akendi

Akendi is a human experience design firm, leveraging equal parts experience research and creative design excellence. We provide strategic insights and analysis about customer and user behaviour and combine this knowledge with inspired design. The results enable organizations to improve effectiveness, engage users and provide remarkable customer experiences to their audiences.