A large project that involved interviewing users in multiple countries and IKEA departments. The outcome was a report of findings, set of personas and these user journeys. These journeys explain the current experiences our co-workers had with our products, their happy moments as well as frustrations. By interviewing a large set of user we could distil our findings into a set journeys for each persona. The journey didn't only map their interaction with the software but also the phases before and after. This helped us understand where their needs came from and for what purpose they were using our system.
All the stages of the user journey, not only during system use
We made sure we always had the journeys within reach.