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User_Journeys LQ

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User_Journeys LQ

  1. 1. User Journey Map: Signing Up & Adding a Child SAMANTHA, 37 HR Manager, Employee Relations Devices: Smartphone, tablet, and desktop computer at work. THE STORY . Jorge, 34 Marketing Communications Representative Devices: Smartphone, personal laptop computer and desktop at work. Children: Hailee, 12 and Brenden, 8 After a long, draining day at the office, Samantha picked her children, Hailee and Brenden, up from school. They opened the van door and instantly complain that they are starving. Samantha doesn’t understand why her children are starving when she packed their lunches in the morning. Hailee informs her that Dad (Jorge) had been rushing them to get out of the house so he wouldn’t be late that they forgot their lunches on the counter. Hailee tells her mom that a friend bought some food in the cafeteria using an app called Lunch Money Buddy. She continues to explains what she knows about the app and mentions that most of the kids in her class use it on their smartphones instead of carrying around money all day. After a scornful dinner, Samantha and Jorge search for Lunch Money Buddy in the app store. Thisw illbe perfectfor ourbusy schedules. Icannotw aitto see w hatthe schoolhasplanned form y kids. Ihope thisapp’seasy to learn. Im ightw antto w rite the login and passw ord dow n. A notherapp to figure out... O h no,w e gotto getthe schoolcode. Thank G od they added the find button. Thisistoo easy. Betteruse m y em ail-it’seasy to rem em ber. Thisisa sim ple sign up. I’m notreally sure w hatto do. W hatisa schoolcode?H ow am Isuppose to find it?!? N ow ,thatboth kidsare entered in,let’s see w hatelse w e can do. I’m notsure how Ifeelabouttrusting this app w ith m y m oney. Isitsecure? A tleastthere are fam ilaricons. Thoughts & Feelings Satisfied Happy Disappointed Sad Stages of the Journey Activities DISCOVERY SIGNING UP ADDING A CHILD COMPLETION Jorge’s Emotions Samantha’s Emotions Disappointed Sad Samantha downloads Lunch Money Buddy on her smartphone. They sign up using Jorge’s email address and select a password. They are greeted with the home screen. They notice an Add Child Button. Once selected, the app prompts them for information regarding the child: Name Grade School Code After entering in Hailee and her grade, they are unsure of the school code. So instinctly, they use the Find School Code button and search for her elementary school by zip code or state and then search- ing through the list of schools. They confirm the correct school, and are taken back to the home screen with Hailee’s information now available. From here, the repeat the process to add Brenden. Both children’s information are available on the home screen. They notice they can add an image for each child and upload their favorite image from the phone’s photo gallery. Now, they are ready to begin adding funds for school lunches. Samantha’s EmotionsSamantha’s Emotions Jorge’s Emotions Samantha’s EmotionsSamantha’s Emotions Jorge’s Emotions Thisispretty sim ple.Ican see w hy the parents are using thisapp. Both kidsare entered in! A nxious C onfused Excitem ent
  2. 2. User Journey Map: Checking the Calendar & Adding Funds SAMANTHA, 37 HR Manager, Employee Relations Devices: Smartphone, tablet, and desktop computer at work. THE STORY . Jorge, 34 Marketing Communications Representative Devices: Smartphone, personal laptop computer and desktop at work. Children: Hailee, 12 and Brenden, 8 Now that both children have been added to Lunch Money Buddy, Samantha and Jorge want to see what meal the school has planned for this Friday. They usually give the children enough money for one school lunch each week. Samantha is curious if the school updates the app weekly or if the meals are set in stone for the school year. They both feel this will better determine if they’re willing to give Hailee and Brenden more money per week, thus saving them a lot of time late at night or in the mornings preparing their lunches. W here do Ifind outaboutthe food they w illbe feeding m y kids... Ilove,love,love thiscalendar. Isthishow w e add the funds? A re w e doing thiscorrectly? You can setw hen the fundsw illbe w ithdraw n! Istarting to love thisapp m ore and m ore. W ish som eone w ould have show n usthisearlier. Ilove thatIam able to receive em ailconfirm ationsofm y transactions. O h.C alendarbutton thatm akessense. Iw onderifthey update thisregularly. The kidsare going to definetely w antto eat on Friday. H ow am Igoing to keep up w ith thisapp. I’m so glad thatw e can sim ply use the sam e accountto transferoverfunds.N o m ore bank runsforcash! Took lessthan five m inutes. Thisistoo easy -Ican getused to this. Sim ple and convenient. O ne lessstressfulthing to do every w eek. G reat!N ow ,w e w illknow w hen it’sFiesta day every m onth. Slightly O verw helm ed. C urious. Excitem ent. Lost. C onfident. O ptim istic. Joyful. Thoughts & Feelings Satisfied Happy Disappointed Sad Stages of the Journey Activities HOME CALENDAR & STAR A MEAL ADDING FUNDS FOR HAILEE & BRENDEN CONFIRM TRANSACTION Jorge’s EmotionsJorge’s Emotions Samantha’s Emotions On the home screen, Samantha and Jorge wonder where they can view the upcoming lunch- es. Samantha notices a Calendar button on the command bar. The Calendar page is set to show the current month with the current day highlighted. She clicks through each day of the coming week and the app displays the corresponding menu for each day. This friday is listed as Fiesta Friday! They both know Hailee and Brenden love mexican food, so they select the star icon to mark Fiesta Friday as a favorite meal for future reference. Each Fiesta day there after is updated with a star next to the date. She selects Add Funds on the command bar. She selects Hailee as the benefi- cary, but the app informs her that a bank account hasn’t been set up yet. She selects Add New Account and Jorge reads off his credit card information and they both confirm to save account for future use. Once confirmed, the new account is automatically select- ed as the default in Hailee’s funds profile. Samantha choos- es to add $15.00 to Hailee’s account. Jorge, suggests to select the option that would allow the money to be deposit- ed Friday morning just in time for Fiesta Friday. Samantha confirms that the funds will be delivered on Friday morning into Hailee’s Buddy account. She proceeds to do the same with Brenden’s account. They finish up adding funds to Brenden’s Buddy account and opt to receive an email confirmation for both transactions for their- records. She may, if she wishes, turn the email confirmations off in her profile settings. DisappointedDisappointed
  3. 3. User Journey Map: Checking On Subsidy Status & Deleting Credit Card Information THE STORY . HENRY, 70 Sales Manager, Retired Devices: Smartphone, eReader & a desktop at home. JOE, 14 Devices: Smartphone & Laptop. User Journey Map: Checking On Subsidy Status & Deleting Credit Card Information THE STORY . HENRY, 70 Sales Manager, Retired Devices: Smartphone, eReader & a desktop at home. JOE, 14 Devices: Smartphone & Laptop. Henry downloaded Lunch Money Buddy for Joe’s last year before he heads into his freshmen year of high school. The state has subsidized Joe’s meals at school based off of Henry’s income, but unfortunately they do not give Joe enough money to last him all week. Every Thursday, Henry deposits addition- al money to cover that day’s lunch as well as Friday’s lunch. This is Joe’s last two weeks of school and recently, Henry received a letter about his subsidy amount being lowered drastically. He called the school, but the office was closed. Joe reminded him that you can check the status in Lunch Money Buddy. As well as checking the status, Henry believes he will have to switch his accounts to pay for the last two weeks of Joe’s lunches. I’m glad Igotthattaken care of. Ineed to keep a w atchfuleye on m y fundsthese nextfew w eeks. Ilike thatthe app asksm e ifIw ould like to setup an auto replenish.Iw onderhow Ichange thatin the future ifIdo w antit. N o m atterhow m any tim esIuse thisapp,Ifind m yselfguessing everything Ineed isin the profile m anagem entsection. Itisreally nice thatthe school updatesm y subsidy inform ation if itchanges. W ow ...that’snotenough m oney to getJoe through tw o days,letalone a fullw eek oflunches. Ihope the high schoolusesLunch M oney Buddy. IfIdid thisonce,Ican surely do itagain.. N ow ,Irem em ber,and m an,w asthateasy to do. Let’shope Irem em berhow to setup a new account. C ontent. A ccom plished. Satisfaction. Frustrated.. U nsure. Thoughts & Feelings Satisfied Happy Disappointed Sad Stages of the Journey Activities PROFILE MANAGEMENT CHECKING ON SUBSIDY STATUS DELETING ACCOUNT ADDING NEW ACCOUNT CONFIRMATION While on the home screen, Henry chooses Profile Management on the top right corner of the app. Henry selects Subsidy Status. The app reveals that his subsidy was lowered to $21.00 a week effective on May 15th, 2016. Henry fears that the card he set up over a year ago doesn’t have enough money on it to give Joe the money he will need to finish out the school year, so he backs to the home screen and chooses Accounts in the Profile Management sec- tion. The Accounts section, lists the one credit card that was set up earlier this year. Henry selects the card info drop down menu, and proceeds to delete the stored card information. The app proceeds to ask if he is sure, and Henry confirms. Henry selects add new account, and enters in his debit card information. Lunch Money Buddy prompts if Henry would like to set up autoreplenish weekly, Henry decides that he wants to enter it manually for these last two weeks of school to keep track of his spending. After confirming the new card, Henry can now add additional funds to Joe’s account whenev- er he needs too. I’m glad Igotthattaken care of. Ineed to keep a w atchfuleye on m y fundsthese nextfew w eeks. Ilike thatthe app asksm e ifIw ould like to setup an auto replenish.Iw onderhow Ichange thatin the future ifIdo w antit. N o m atterhow m any tim esIuse thisapp,Ifind m yselfguessing everything Ineed isin the profile m anagem entsection. Itisreally nice thatthe school updatesm y subsidy inform ation if itchanges. W ow ...that’snotenough m oney to getJoe through tw o days,letalone a fullw eek oflunches. Ihope the high schoolusesLunch M oney Buddy. IfIdid thisonce,Ican surely do itagain.. N ow ,Irem em ber,and m an,w asthateasy to do. Let’shope Irem em berhow to setup a new account. C ontent. A ccom plished. Satisfaction. Frustrated.. U nsure. Thoughts & Feelings Satisfied Happy Disappointed Sad Stages of the Journey Activities PROFILE MANAGEMENT CHECKING ON SUBSIDY STATUS DELETING ACCOUNT ADDING NEW ACCOUNT CONFIRMATION While on the home screen, Henry chooses Profile Management on the top right corner of the app. Henry selects Subsidy Status. The app reveals that his subsidy was lowered to $21.00 a week effective on May 15th, 2016. Henry fears that the card he set up over a year ago doesn’t have enough money on it to give Joe the money he will need to finish out the school year, so he backs to the home screen and chooses Accounts in the Profile Management sec- tion. The Accounts section, lists the one credit card that was set up earlier this year. Henry selects the card info drop down menu, and proceeds to delete the stored card information. The app proceeds to ask if he is sure, and Henry confirms. Henry selects add new account, and enters in his debit card information. Lunch Money Buddy prompts if Henry would like to set up autoreplenish weekly, Henry decides that he wants to enter it manually for these last two weeks of school to keep track of his spending. After confirming the new card, Henry can now add additional funds to Joe’s account whenev- er he needs too.
  4. 4. User Journey Map: Removing All Remaining Funds & Delete Lunch Money Buddy Account THE STORY . HENRY, 70 Sales Manager, Retired Devices: Smartphone, eReader & a desktop at home. JOE, 14 Devices: Smartphone & Laptop. It’s the end of the school year for Joe, which means after summer, he will be a freshman at St. James High School. Henry already heard from parents that the high school doesn’t use or accept Lunch Money Buddy. Henry wants to move any remaining funds from Joe’s account back onto his debit card. Once the money has been transfered over, he will delete his beloved Lunch Money app. Although, he will be pushing to impliment it at the high school PTA meetings, he will just have to wait to see if they choose to adopt it or not.Ithink Iknow w here to go. D eterm ined. Savvy. Sadness. Thoughts & Feelings Satisfied Happy Disappointed Sad Stages of the Journey Activities PROFILE MANAGEMENT TRANSFER FUNDS DELETING LUNCH MONEY BUDDY SAYING GOODBYE While on the home screen, Henry chooses Profile Management on the top right corner of the app. Henry selects Accounts. While in Accounts, Henry chooses to Transfer Funds. He selects Joe’s remaining balance of $34. 32 to be moved onto his debit card with the last four numbers of 9967. Henry confirms the transfer, and Joe has a remaining balance of zero. Henry proceeds to the home screen, and navigates through Profile Management until he sees Delete Lunch Money Buddy Account at the bottom of the options. Henry already balanced out his account, if he didn’t Lunch Money Buddy would pop up a warning message stating that the user must transfer any remaining balances before deleting an account. Henry confirms that he does, in fact, want to close his Lunch Money Buddy account for good. The app informs the user that it is sad to seem them go, but they understand children grow up so fast! Henry for the first time in a long time is greeted with the login screen and a welcome message from Lunch Money Buddy. Slightly C onfused. Sentim ental. Ihave nevertransferfundsback into m y accountbefore. I’m going to have to take a m inute to figure thisout. A llIhad to do w asslide m y fingeroverto the fullam ountand confirm to transferthe funds over.That’ssim ple enough. Ihave no idea how to delete m y account. I’llgo w here Ialw aysgo. Lucky Ialready transferthe fundsover. Ilove w hen Ido thingsrightthe firsttim e. Icannotbelieve Joe w illbe in high school. I’m curiouson how the high schoolsubsidizes the m ealplans. I’m going to m issyou buddy. I’m going to try and convince the high schoolto use Lunch M oney Buddy.

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