For this project, I created a customer journey map in order to put even more structure on the analysis of my raw research data. I started with a rough sketch of the user journey and then created the customer journey map using AdobeXD. I defined the high-level steps of the customer journey, and documented the goals, behaviours and pain points at each step. I assessed the positivity or negativity of each step based on my research and used my own judgment to fill in any gaps between the journey and the affinity diagram.
