Figure 3. Persona Narrative Journey Map Source: Screen capture incorporates a USA.gov persona in Journey Mapping the Customer Experience: A USA.gov Case Study / DigitalGov / U.S. General Services Administration (GSA). Image created by Shahrzad Samadzadeh, incorporating a presentation slide about one of USA.gov’s personas, Linda, a 50-year old widow in Florida with no children who wants to browse information or learn more on a general topic.