A user journey and a customer journey aren’t the same. Confuse them, and you’re designing blind.
User journeys map the steps someone takes to use your product—clicks, swipes, frustrations, wins. It’s about interaction, flow, and function.
Customer journeys, though, are broader: they trace the emotional arc from awareness to purchase to loyalty.
One’s about the tool; the other’s about the relationship.
Why care?
Because mixing them up means you’re solving the wrong problem. A slick interface (user journey) won’t fix a broken trust (customer journey).
Know your audience’s heart, not just their hands. Design for both, but never blur the two. Clarity wins.
