Draw the existing users journey: show the steps they go through, from the very beginning to the very end of their experience with your solution (or solutions).

How do users feel along the way? Rate their satisfaction with a score from 1 to 10 for each step.

Dig deeper, starting with the steps that have the lowest score:
- What will your users be most sensitive to?
- how could your solution make a difference?
In summary, what changes do you want to consider for your project?

NB: at Booking.com the user experience does not start at the check-in at the hotel, but as soon as the trip is prepared. It doesn't end at check-out, but when the customer posts on social networks after the trip.