Use cases are an excellent tool for documenting the steps in a system. At a detailed level, the functioning of a system is captured. The shortcoming is that it is very difficult to get the overall view of what is being accomplished by the system.
This is where journey maps come in. Journey maps provide a high-level end-to-end process. The process is presented from the client’s perspective. The client perspective allows you to evaluate the overall process and how it affects the client.
Whoever the client is in an organization, the end-to-end processes should be complete with no gaps and provide the client with a smooth experience. I say smooth because I can’t think of a better word. I could use peaceful, pleasant, frictionless, satisfactory, intuitive. From whatever perspective, the organization is serving the client and so the client journey should be the best journey possible.
Laying out a journey map not only helps in managing the client experience but also gives the organization a high-level perspective on what their business is.