Luma

Experience Diagramming

Experience diagramming maps a person's journey through a task. It reveals smooth spots and pain points. This shows what happens and how it feels. Use it to understand the current experience before making improvements. Part of the LUMA collection.

Duration
2 hours
Group Size
4-6
Category
Luma
Difficulty
Easy
Energy
Medium

Objectives

Participants will:

  • Map a complete user journey.

  • Understand how experiences feel.

  • Find pain points and bright spots.

  • Document the current state.

  • Build empathy through details.

  • Guide improvement efforts.

Outcomes

You'll get:

  • A visual diagram of the user experience.

  • Identified interactions and touchpoints.

  • Identified experience improvements.

Step-by-Step Instructions


  1. Choose an experience to map.

  2. Pick specific tasks to focus on.

  3. List each step in order.

  4. Note emotions at each step.

  5. Mark decision points.

  6. Show tools and touchpoints.

  7. Identify other people involved.

  8. Highlight problems and successes.

  9. Look for improvement opportunities.

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Facilitator Tips

Focus on one journey at a time. Include emotional highs and lows. Don't skip small details; they often reveal key insights. Let insights emerge naturally, but be prepared to redirect if the group gets stuck in the weeds.

Pre-Work

For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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Materials Required


  • Long paper or wall space

  • Sticky notes

  • Markers

  • Research notes

  • Timeline templates

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Resources & Templates

Experience Diagramming - LUMA Institute
Official LUMA Institute guide to experience diagramming.
Experience Diagramming Template - Mural
Mural template for experience diagramming exercises.
LUMA Experience Diagramming Guide (PDF)
LUMA Institute reference guide and templates PDF.

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