Bummer! This is just a preview. You need to be signed in with a Basic account to view the entire video.
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
In the previous stage, we learned how to create and read an empathy map.
The empathy map was a snapshot into our user's overall character, but
in this stage, we'll move into a more specific experience.
Time and action will be the big differentiators between our empathy map
and our user's as-is-journey.
This journey map is a means of documenting a user's particular experience
from start to finish.
Journey maps vary from practitioner to practitioner, but
all journey maps seek to find a user's pain, their motivations.
Or they seek out design opportunities to improve the experience.
Our journey map will be broken into four lanes,
phases, doing, thinking, and feeling.
We'll go deeper into each of these links throughout this stage of lessons.
But before we can do that, we need to define the concept of a pain point,
because that's ultimately what we're looking to find with the journey map.
Pain points are blockers in a user's experience.
These may be emotional, technological, process-based, or physical.
And the severity of pain will vary with each example.
It's worth noting the pain points that are exposed in your user's journey may exist
due to issues within a team dynamic, but it is important to address them.
Otherwise, your user will continue to struggle through the journey
that your team is responsible for.
We'll begin mapping out journey in the next video.
You need to sign up for Treehouse in order to download course files.Sign up