User Journeys vs. User Flows (And When to Use Each)
User Flows vs. User Journeys: What's the Difference?
Understanding User Experiences
- The concepts of user flows and user journeys are often confused, yet they serve different purposes in understanding user experiences with products or services.
- A user journey provides a holistic view of a user's experience across various channels and over time, focusing on the overall interaction with a product or service.
- An example is given about finding a new school for a kindergartner, which involves multiple touchpoints like researching websites, scheduling visits, and communicating via email.
Distinctions Between User Flows and User Journeys
- In contrast, user flows detail specific steps users take to achieve particular tasks within one product, offering a more granular focus compared to user journeys.
- Combining both user flows and journeys allows for comprehensive insights into both macro (overall experience) and micro (specific interactions) levels of user experience.
Key Takeaways on Usage
- When mapping out experiences:
- User journeys capture activities across multiple channels over extended periods.
- User flows concentrate on limited interactions within a single product aimed at short-term goals.
- Additionally:
- User journeys encompass actions along with thoughts and emotions experienced by users.
- User flows typically outline only the sequence of steps taken by users.
Conclusion
- Understanding these distinctions aids in selecting the appropriate method for analyzing user experiences effectively.