Customer journey map

I've put a structure on the analysis and research data I've gained. This is a users journey through for booking a flight on an app.

I started with roughly sketching out the map before putting all of the material into LucidChart.

I've defined high level steps in the journey which correspond to the high level grouping from my previous affinity diagram project. I've documented goals, pain points, behaviours and positive points in the users journey and I've also added some quotes to bring the map to life.