A journey helps to represent the relationships and interdependencies of a (usually time-based) sequence of events. In this, the key moments of the experience from the involved stakeholder are clearly visible. The individual stages can also be weighted. Problems for each step in the journey can be highlighted, changing needs and underlying motivations can be traced and contextualised. The journey is especially suitable for analyzing services.
As a result, obstacles and drivers can be identified and listed as opportunities. Pointing out critical aspects of the journey are also very valuable in making decisions.