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User journey

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User journey

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User journey

  1. 1. USERJOURNEY DISSECTTHEUSEREXPERIENCEFORUSERNEEDS ANDINSIGHTS 1
  2. 2. WHEN NEEDED RATIONALE USER JOURNEY Describes how a user moves through time and space and what (s)he experiences along the way Puts the spotlight on what the user is trying to achieve Identifies interactions, objects and information used, frustrations, opportunities and (unarticulated) needs I want to understand the user’s highs and lows I want the user to be better off 2
  3. 3. ESSENCE POINTERS USER JOURNEY Dissect the user experience for user needs and insights Select the user whose journey you want to understand; ideally first ‘shadow’ the user in his/her real life routines E.g., education: the school teacher – follow him closely during the day Map out a timeline from beginning to end and put horizontally e.g. observed activities; places visited; interactions with people; key objects used; information accessed. Stretch beginning and end beyond the ‘net’ journey E.g.; drives his car to school, meets peers in faculty meeting, preps lessons online, etc. Interpret what the user is trying to achieve with each activity and articulate this E.g., wants to learn from his/her peers Describe the user’s highs and lows, interpret what are the pain points for each activity E.g., a boring faculty meeting: uninspiring, no new learnings Source of Inspiration: Service Design Tools 3

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