This type of map offers a general view of the service ecosystem, identifying the interactions and synergies between different layers. It also highlights the opportunities that emerge from joining the parallel work flows and processes in an optimal way, in order to guarantee the correct response in relation to timescales.

Starting from the data collected in the research stage, the touchpoints, actions and people comprising the service are mapped, as though they were a journey travelled by the user. The utility of a user journey map lies in its ability to summarize, in a single view, all the results of the analyses performed up to then, to develop empathy with the user and to offer a guideline for the whole team.