Steps

1. Define business and user goals
   Clearly articulate the organizational goals for the product or service, the design and business goals for the mapping exercise, and the goals of the target user the map is to represent.
2. Gather research data
   Effective journey maps are based on qualitative and quantitative data collected across a range of activities. Review and incorporate existing research as you create your journey map, and note where gaps in understanding indicate the need for additional research. 
3. Identify touchpoints and channels
   Touchpoints describe what users do and how they do it. Channels describe where the interaction takes place (e.g. website, call center, native app, or in-store). 
4. Create an Empathy Map
   Empathy maps describe what users do, think, feel, say, and hear in a given situation. They help you understand and articulate users’ emotional state, and provide the basis for illustrating the peaks and valleys of frustration, anxiety, happiness, etc.
5. Sketch the journey
   Visualize the order in which users exhibit behaviors, use information, make decisions, and feel emotions. Group elements into phases related to the narrative of each user. Integrate touchpoints, channels, empathy insights, and other research to show the user’s course of motion across the timescale as a whole. Include the user’s feelings at each touchpoint. 
6. Review, refine, and revise
   Review your draft journey with team members and subject matter experts to gain new insight and integrate new perspectives. Use these to identify additional opportunities to make your journey map more accurate, more expressive of the data, and more useful for the design process. From time to time, evaluate your map to make sure it remains accurate. Revise as necessary to account for evolving research, product development, and user and business needs.