Investigating the Elaboration of User Journey Maps: Learning from a Study with Digital Tools

Luca Ferro Oliveira; Guilherme Henrique Pereira Serafini; Mariane Moreira de Souza; Rodrigo Martins Pagliares; Luciana Zaina

doi:10.5753/jis.2026.8388

Authors

Luca Ferro Oliveira Federal University of Alfenas https://orcid.org/0009-0001-6780-1238
Guilherme Henrique Pereira Serafini Federal University of Alfenas https://orcid.org/0009-0008-8623-0953
Mariane Moreira de Souza Federal University of Alfenas https://orcid.org/0009-0004-5716-9584
Rodrigo Martins Pagliares Federal University of Alfenas https://orcid.org/0000-0003-0244-0133
Luciana Zaina Federal University of São Carlos https://orcid.org/0000-0002-1736-544X

DOI:

https://doi.org/10.5753/jis.2026.8388

Keywords:

Journey Map, User Experience, Tool, Interaction Design

Abstract

The user's interaction path with a software is essential for identifying aspects related to the user experience. Among the techniques available for this analysis, user journey mapping stands out, which provides a detailed view of the user's actions, as well as their thoughts and emotions throughout the interaction. However, the journey map is a complex artifact to elaborate due to the variety and different interpretations that can be had of its elements, making it essential to investigate aspects of its construction. This article presents a comparative study on the construction of digital user journey maps using two tools, JourneyEasyMap and Custellence. A controlled experiment involving 31 participants was conducted to investigate how different tool characteristics influence the effectiveness of journey map construction and users' acceptance of the tools. Among the findings, the structural characteristics of the tools emerged as key factors influencing both the ease and effectiveness of journey map creation. Also, lessons learned for the design of future User Journey Mapping tools were derived.

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