Natural language (written) user journeys




I’ve been doing some simple user journeys in a flow chart form and have been asked to write some natural language user journeys to go with them.

natural language user journeys are not something I have done before so was wondering if anyone here has any examples they could share.

Virtual doughnuts for anyone who does.


Any ideas @melanie_seibert, @ruth or @AshleaMcKay ?


Thanks for pinging me @HAWK. :slight_smile:

First off, I’ve never heard the term “natural language user journey” before.

But that said, we do something that might be similar to what you’re being asked for. I can describe it for you, but sadly I don’t think I can share actual ones because they’re all confidential.

Basically one of our strategists will tell a story (usually in Keynote slides) with animated characters. So it would be like:

  • The kids are hungry and Sarah’s not sure what to make. (Animated image of mom and kids.)
  • Sarah pulls out her Recipes app. (Screenshot of the app.)
  • She searches for “kid-friendly” recipes and finds Chicken Fingers. Everyone would love that! (Screenshot of her favoriting the Chicken Fingers recipe.)

It goes on until the story resolves. It’s typically a “happy path” showing a concept and how it would work under ideal circumstances.

That’s the closest thing I can think of to what you’re asking for. Let me know if you find any more detail about it, it sounds interesting!



Me neither! And unfortunately I also can’t share anything that I’ve worked on either because they’re all protected by NDAs and security related restrictions.

I think @melanie_seibert’s example is good - so much of what we do is about telling a human story that people can empathise with and understand and I don’t think this would be any different :slight_smile:


Hi @rachelreveley
I think “natural language user journeys” could mean that the journey is described from the user’s perspective in language that they would use. For example, I was working on a user journey many years ago for a government department that used a particular term to describe a payment, but citizens would use the term “baby bonus” instead. So if I was creating the user journey, I would be reflecting the end user’s language in that instance (but I also tend to start shifting towards a service map and align the user’s end language with internal language and flows, depending upon what you need to convey).
Hope this makes sense!


It was pretty much that but without the fancy animation.Like a mini novel annotating the flow chart.


Thanks for the replies. I was worried it might be more complex or different to what it sounded like.


Thanks for the update about what it is. Interesting!