Practice User Journey And Service Blueprinting (2.2) - Unit 2: User Research & Problem Definition

Practice: User Journey and Service Blueprinting

Lesson 2.2Unit 2: User Research & Problem Definition

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10 questions

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3 cards from this section. Quick, good the night before a test.
Exercise
6 questions · about 4 min · pass mark 70%. Hints available.
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Quiz
4 questions · about 3 min · pass mark 70%. Hints available.
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6 sample questions

Question 1.
Define a user journey in your own words.
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Think about how you feel using apps or services.
Question 2.
What are moments of truth in a user journey?
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Consider the points in your experience that make you feel extremely happy or frustrated.
3Question 3.
What is a user journey?
- A list of user problems
- Steps a user takes in a service
- A marketing strategy
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Think about the interaction process with a product.
4Question 4.
True or False? A service blueprint shows both what users see and what happens behind the scenes.
- True
- False
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Consider whether blueprints show layers of user interaction.
Question 5.
Consider a digital banking app. Map out a user journey for a new user trying to set up their account, including emotions experienced at critical moments and how you would improve their experience.
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Think about common pain points for new users.
Question 6.
Create a service blueprint for a coffee shop. Include user actions, frontstage interactions, backstage processes, and support processes.
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Consider how both sides support a good customer experience.

6 more questions in this section. Enroll free to practise them all.