User Journey

Use Mermaid journey to describe a user or customer moving through steps, along with satisfaction or sentiment at each stage.

Basic template

journey
    title Example Journey
    section Start
      Open app: 3: User

Core syntax

• Start with journey
• Add title
• Group steps with section
• Add steps as Task: score: Actor1, Actor2
• Scores are usually 1 through 5

Common example

journey
    title Customer Support Journey
    section Discovery
      Find help page: 4: Customer
      Read troubleshooting steps: 3: Customer
    section Contact
      Open support ticket: 2: Customer
      Receive confirmation: 4: Customer, Support
    section Resolution
      Get answer: 5: Customer, Support
      Close ticket: 4: Customer

Good for

• UX notes
• Service design
• Pain point discussions

Watch for

• Journey diagrams are qualitative
• Use them to prompt conversation, not to fake precision