The User Journey is used to map the current journey a typical user might take to reach their goal while highlighting gaps, pain points or frustrations but also opportunities of a better experience, both from the perspective of the user and the business. This is where typically competitor analysis are conducted to redesign a journey free from frustration and aimed at outpacing the competition.
User frustrations are born out of usability issues, lack of coherent information architecture as well as from pourpoor interaction design.
Competitor Analysis should in principal tackle all these aspects, the outcome of which should be a reviewed user journey that ensure that frustrations or pain points are addressed and resolved while adding new features or improving existing ones .
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