Journey maps and their uses: systematic review of the literature*

The mapping of an activity and its visualization in the form of a journey is a method that is increasingly used to understand and materialize the user experience. While the processes used to build these maps are well documented in the current literature, the uses of the final product of these processes (namely the visualizations of the data collected in the form of maps) are not widely studied. Through this review of the literature, we aim to discover the recent scientific advances, to discuss the diversity of these uses, and addressing the potentialities and limits of maps as an activity visualization tool. To do this, we systematically extracted and analysed a set of 11 articles from Scopus, published in English until 2022.

At the end of the analysis, we identify five types of journey maps:

1) current journey maps

2) prospective journey maps

3) comparative journey maps

4) journey map templates

5) augmented journey maps

At the end of the analysis, we identify seven main uses of journey maps:

1) Information sharing

2) Instigating change and transformation

3) Communication

4) Ideation

5) Participation and involvement

6) Planning

7) Data collection

* This paper is written in French and original title is "Les cartographies de parcours et leurs usages : revue systématique de la littérature"