This course will be retired on May 1, 2021. We recommend "Intro to Design Thinking" for up-to-date content.
Journey Maps1:46 with Devin O'Bryan
Let’s map out how your user is engaging in a specific activity in your product. This will give us a better idea of where to improve.
- Journey Map – a means of documenting a user’s experience from start-to-finish. Journey maps vary from practitioner to practitioner. All journey maps seek to find a user’s pain, their motivations, or design opportunities for a user. This may be likened to an empathy map but viewed over the course of an experience rather than a general view of a user during a single point in time.
- Pain Points – blockers in a user’s experience. These may be emotional, technological, process-based, or physical. Severity of pain will vary with each example.
Using Customer Journey Maps to Improve Customer Experience - Harvard Business Review pulls from .frog Design’s version of a Journey Map. While this is more complex than what is being taught in this course, this will add additional texture to the conversation regarding the motivations of a user. Pay close attention to the “Questions” and “Barriers” portion.
The Anatomy of an Experience Map, By Chris Risdon - Adaptive Path’s take on mapping the user’s journey
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