With personas and user stories in hand, it's time to step back and trace how these users actually move through a configurator experience—from curiosity to commitment (or drop-off).
A User Journey Map will help me plot each stage, action, emotion, and pain point, illuminating both friction and opportunity. The goal isn’t just empathy—it’s insight-driven design.
*As someone who already knows what I want, I enter the configurator hoping it can help me confirm if this product fits my needs. I don’t want to call or be sold to — I want to compare the details, see what’s possible, and make a decision on my own terms.
So that I can find essential information fast, I don’t lose trust and leave. A good experience for me means clarity, control, and zero ambiguity.*
As someone who’s curious but not ready to buy yet, I want to explore the configurator at my own pace, save progress, and revisit things later, so that I can evaluate how the product might fit into my life over time — without pressure, hidden information, or assumptions about urgency. If I feel respected and informed, I’m more likely to stay engaged and come back when the time is right.
“As someone who explores configurators for fun and inspiration, I want the experience to feel intuitive, social, and lightly guided, so that I can enjoy a creative journey without friction, share cool outcomes with friends, and come back later when I’m more serious — without feeling like I need to be tech-savvy or know exactly what I’m doing.”
