Here is an experience map template, I personally value experience maps because they give you a panned out view of the user's context.

1. User Experience
User Experience Mapping

2. • An experience map (within UX), is primarily produced to
help communicate the user’s experience of either the
need or the solution.
• The primary perspective is that of the user, not the
organisation (unless you state otherwise)
What is a User Experience Map?

3. • An experience map is effective when you wish to show
more than how users interact
• But rather when they interact and why they interact
Why use a User Experience Map?

4. Experience Mapping
Phases
Phases – represents the (presumed)
stages of activity (or objectives) that
the user is most likely to go through
within their experience of your product.
Research Sign - Up
Login Attendance
Purchase E.T.C.

5. Experience Mapping
Process
Process – represents the type of
process the user needs to go through,
to achieve their desired output.
E.T.C.

6. Experience Mapping
Touchpoints
Touchpoints – represent the points
of interaction between the user, the
environment and/or the product.
TV Show Event Print
Website Product People
App Seminar E.T.C.

7. Experience Mapping
Sentiment
Sentiment – represents the user’s
moods or feelings (emotions), within
the experience (it can represent target
emotions or actual feelings discovered
during user research).
Good Moderate Bad

8. Phase (1 of 6)
A model of the process the user would
undergo within this phase
The interactions the user undergoes within
this phase
The feeling associated with this phase
Phases
Process
Touch-pointsSentiment
Touchp
oint
types Experience Map
Template

9. User Segment
PHASE
PROCESS
TOUCHPOINTSSENTIMENT
SIGN-UP
PLACES
ONLINE
DEVICES
RESEARCH
DELIGHT;
USING ALL TOUCHPOINTS TO
ACCESS INFO
PAINLESS;
USING DIGITAL FOR SPEEDY
SET-UP
PEOPLE
COMPANY AGENCY,
“I VISITED THEM, AND THEY WERE HELPFUL”
COMPANY AGENTS,
“THE PEOPLE I HAVE SPOKEN TO ABOUT IT ARE SO
INFORMATIVE”
COMPANY WEBSITE,
“IT IS WELL DESCRIBED ON THEIR
SITE”
SEO,
“IT IS THE FIRST THING I SAW ON
GOOGLE”
MOBILE DESKTOPCONVERSATION MOBILE DESKTOPPHYSICAL