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A short class with Sarah and her students. The other ways are under More.
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Today we're going to start our journey mapping by selecting a persona. Can anyone explain why it's important to use a persona?
Using a persona helps us focus on real user needs.
Exactly! By focusing on a real user, like Aisha, we can tailor our journey map to reflect her specific feelings and motivations. Let's think about what task she might be trying to achieve.
She could be booking a practice slot for her basketball team.
Great example! Selecting the right task is the first step in understanding how Aisha interacts with our product.
What if we choose the wrong persona?
To remember this, think of PERSPECTIVE— Persona, Engagement, Research!
Now that we have our persona and task, we move on to identifying touchpoints. Can anyone list some potential touchpoints for Aisha while booking her basketball practice?
She would start on her mobile app to check available slots.
Then she would probably talk to her coach about the timing.
Exactly! It's crucial to map out these interactions because they highlight how Aisha experiences each stage of the booking process.
What should we do next with the touchpoints?
To remember, think of EMO— Emotions, Mapping, Optimizing!
Let's delve into emotional tracking. Why do you think this is a significant part of the journey mapping process?
Because it helps us see where users might be frustrated or happy during their journey.
Good point! By rating emotional responses from -5 to +5, we can visualize emotional peaks and troughs. Now, can anyone give me an example of a touchpoint where Aisha might feel frustrated?
Wait times for the app to sync can be quite frustrating!
Remember, these peaks in emotions can be memorized with HILL— Highs Identify Lowest Lapses.
Finally, we’ll finalize our journey map with a service blueprint overlay. What do you think that means?
It's about showing how back-end processes affect user experiences?
A great way to recall this connection is with FLOW— Function, Level of change, Opportunities, We must address!
When a persona is near, user needs are clear— their journey we map, to catch every gap!
Imagine Aisha, an eager basketball player, trying to book her practice online. Each step brings excitement but also frustration when the app malfunctions—this journey uncovers the highs and lows of user experience!
Remember the steps of journey mapping with MAPS: Map emotions, Assess touchpoints, Plan improvements, and Synchronize processes.
Use the acronym TIPS for journey mapping: Touchpoints, Internal processes, Persona, Service Blueprint.
Term
What is a Persona?
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Term
What is a Touchpoint?
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Term
What is Emotional Journey?
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Term
What is a Service Blueprint?
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A fictional character created based on user research to represent user needs and behaviors.
Any interaction or point of contact between a user and a product or service.
A representation of a user's emotional responses throughout their experience with a product.
A visual framework that illustrates the touchpoints and the internal processes supporting user journey.
The overall experience a person has when using a product, especially in terms of how pleasant or efficient it is.
This section focuses on the process of creating detailed user journey maps to identify user touchpoints and improve interactions.
In this section, we explore the steps involved in creating detailed user journey maps. This process includes selecting a persona and task, identifying touchpoints, tracking emotional responses, and overlaying service blueprints to enhance the user experience.
Creating a detailed journey map is a crucial task in user experience design. This exercise helps visualizing the user's journey through various stages and interactions with a product. A journey map typically includes the following key elements:
Through journey maps, designers can identify pain points, highlight potential improvements, and ultimately, create a more user-centered product.