User Journey
The short answer · 12 words
In short
The User Journey is the sequence of a user's contacts and decisions.
Flow-alerta.cab (2026): User Journey. https://flow-alerta.cab/en/glossar/user-journey. Editorially reviewed on: 09 October 2026.
How much detail would you like?
Practical
Helps make websites understandable, operable and usable for more people.
Possible example: A visitor moves from a glossary term to the relevant service and then to the contact form.
Possible application in small and medium-sized businesses: A visitor moves from a glossary term to the relevant service and then to the contact form.
At a glance
- Core
- The sequence of all touchpoints a user has with a brand on the way to their goal.
- Use
- Helps make websites understandable, operable and usable for more people.
- Example
- Possible example: A visitor moves from a glossary term to the relevant service and then to the contact form.
- Limits
- Planning journeys only from the company’s perspective instead of examining real user questions.
In context
Questions about this term
What does User Journey mean?
The User Journey is the sequence of a user's contacts and decisions.
What mistakes should be avoided?
Planning journeys only from the company’s perspective instead of examining real user questions.
All details and background
The sequence of all touchpoints a user has with a brand on the way to their goal.
ELI5 – Explained simply
Like a route map from initial interest to the desired goal.
Why it matters in practice
Helps make websites understandable, operable and usable for more people.
Example
Possible example: A visitor moves from a glossary term to the relevant service and then to the contact form.
Pitfalls and limits
- Planning journeys only from the company’s perspective instead of examining real user questions.
Origin & history
NN/g documents journey maps as representations of a path towards a specific goal. A journey must be distinguished from an individual page layout and a purely internal company process.
Use in mid-sized companies
- Possible application in small and medium-sized businesses: A visitor moves from a glossary term to the relevant service and then to the contact form.
Related terms
Matching Flow-alerta service
Websites & web applicationsWebsites & web applicationsMatching tool / use case
View use casesUse case: UX and accessibility assessmentSources
- www.nngroup.comNielsen Norman Group, Journey Mapping 101
Quellen geprüft am 09.10.2026. Redaktionelle Anwendungsbeispiele sind hypothetisch; kein Nachweis realer Kundenergebnisse.
Editorially reviewed on: