Define the Scope: Are you mapping the entire process of "buying a house" or just the "applying for a mortgage" sub-journey? Create the Persona: You cannot map a journey for "everyone." Use a specific persona (e.g., "First-time buyer Sarah") to keep the emotional data accurate. Identify Phases: Break the journey into logical stages (e.g., Discovery, Research, Purchase, Onboarding, Support). Plot Actions and Touchpoints: List every specific thing the user does and where they do it (an app, a physical store, a phone call). Layer in Emotions: Use a "sentiment line." High points represent delight; low points represent frustration or confusion. Identify "Aha!" Moments & Pain Points: Mark the specific areas where the experience succeeds or fails.