Journey Mapping in Product Management

Journey mapping is a strategic approach in product management that involves creating a visual representation of the customer's journey with a product or service. It helps teams understand and address the customer's needs, pain points, and moments of delight throughout their interaction with the product.


At Airbnb, journey mapping might be used to visualize the steps a guest goes through from searching for a place to stay, booking it, staying at the location, and finally leaving a review. This allows the product team to identify and improve any friction points in the customer experience.