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Based on everything you know about your users from your research, now it’s time to identify any pain points and define what the experience outcome is. This will set you up to then create an ideal flow or journey map, which will be the guide for you and your team.
Design Project: Create a journey map/user flow for the Craigslist app.
Tools:
Further Reading:
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If you want to create a product that's differentiated on the experience, it's
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important to define the experience that we want people to have with your product.
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Instead of starting by defining feature sets, start by defining a vision for
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the experience outcome that you intend to deliver to your users.
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Creating a user journey map or experience map will help guide you
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as you visually map out the user's journey while experiencing a product.
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Mapping the experience from a user's perspective
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helps us see the big picture and identify pinpoints or strategic opportunities.
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JourneyMaps can be created and visualized in many different ways, and
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there are examples you can refer to in the teacher's notes.
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RealtimeBoard also has a customer JourneyMap template you can use.
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For our project,
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we're going to create a fairly simple JourneyMap of current Craigslist users,
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and their journey for purchasing, let's say, a slow cooker on Craigslist.
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In your RealtimeBoard, create a new frame.
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Using the text tool, write the title of The JourneyMap, and then start listing
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the following categories down the left side of your frame.
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Stages, Touchpoints, Doing,
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Thinking, Feeling, Opportunities.
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Think about all the stages that a user goes through when purchasing a slow cooker
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on Craigslist.
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Using the shape tool, begin drawing and writing the different stages.
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First they might do some research online for slow cookers on different websites and
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begin to compare prices.
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They may also want to do some planning around budgeting and
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figuring out what type of slow cooker they want.
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So let's call this research and planning.
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After that, the user goes to Craigslist from their computer and begins to browse.
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After you've written all the stages, next,
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write the Touchpoints that the user has within Craigslist.
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Then write what the user is doing at each stage,
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what the user is thinking during their interaction with Craigslist,
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what their emotional state is and the opportunities and
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actions that Craigslist can take to improve the users' experience.
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You can visualize your journey map however you like.
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For example, you can add emojies for
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additional visual cue to represent the emotions and actions of the user.
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Keep in mind that every JourneyMap will also look different for
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each problem that you work on.
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Once you've finished creating a JourneyMap,
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you can see where the paint points are for the user and
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what the opportunities are to improve the experience.
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All of the exercises we've done in this stage
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are just some tools to help you understand and
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think about the design problem as you begin to think of ideas for solutioning.
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Remember that you're not limited to these methods or tools.
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And this is just one way you can approach defining your design problem.
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You can also find the link to this finished real time board in
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the teacher's notes.
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