One Solution5:29 with Nick Pettit
Were you able to create a journey map for Janelle? Here's our solution.
Were you able to create a journey map and find some pain points? 0:00 Let's walk through the journey map that I created. 0:03 First, let's start with the phases. 0:07 The phases I came up with for 0:09 the journey Janelle will go through to find a piece of furniture for 0:11 her apartment include exploring the site, then comparing products. 0:14 Followed by commit to purchase, active purchase, and receiving the product. 0:19 Now that we have the phases listed out, 0:25 let's add the details to each by starting with exploring the site. 0:27 Under the doing category, 0:32 I added the tasks I think Janelle will be doing while exploring the site. 0:33 This includes searching for furniture and clicking through possible furniture. 0:38 Under the thinking category, 0:44 I included what Janelle's thoughts might be as she is doing those tasks. 0:45 Her thoughts are, there are a lot of products here, can I filter for 0:50 what I am looking for? 0:55 Some of the products have bad reviews. 0:57 And there's a range of products in and out of my price range. 0:59 Lastly, under the feeling category, I added Janelle's feelings for this step. 1:04 Her feelings include being overwhelmed by the number of products, 1:09 interested after seeing some furniture that fits her style, and 1:14 confused by the number of elements on the page. 1:18 The pain point I see for this step is the feeling of being overwhelmed. 1:23 Any user could end up leaving the site because 1:27 they're unable to find what they wanted or there were just too many choices. 1:30 Next is the comparing step. 1:36 Let's start with the doing section. 1:38 Here I thought Janelle would do the following. 1:40 Read through the product details, 1:44 read through product reviews, view true products together. 1:46 And in the thinking section, I'm adding the following. 1:50 Some of these reviews are concerning. 1:54 The product details help me measure my apartment to see if the piece will fit. 1:56 It's nice to compare two products to see which will work for me. 2:01 Lastly, in the feeling section, I've added hesitant after reading some reviews. 2:06 Critical, wants to make sure she is buying something that will work for her. 2:11 In this step, the biggest pain point I see is being hesitant to purchase 2:16 after reading reviews. 2:21 The goal of the business is to sell products. 2:22 But if the users are too scared to make a purchase, then both the business and 2:25 the user will be unhappy with the experience. 2:30 Next is the commit to purchase step. 2:33 In the doing section, I've written viewing product price, 2:36 viewing possible delivery date, and adding product to cart. 2:41 In the thinking section, I've written, does this come in any other colors? 2:46 Will this get to my apartment in time for my dinner party? 2:51 And this will work! 2:54 In the feelings section, excited about purchasing something for her apartment and 2:57 nervous that the piece may end up being lesser quality. 3:02 This step seems to have a pretty good experience for the user. 3:07 The only negative feeling the user has is the typical feeling 3:10 of being nervous about the purchase they're about to make. 3:14 There is only a small pain point of making sure the user has enough information 3:18 to click the add to cart button. 3:23 Next up is the active purchase step. 3:25 For the doing section, I have choosing a delivery option, 3:28 adding address and purchase details, and clicking checkout. 3:33 In the thinking section, how soon can I get this? 3:38 What's my new address again? 3:41 And can I pay with PayPal? 3:43 Lastly, in the feeling section, I've written 3:46 hesitant to make a large purchase and excited to show off her new furniture. 3:49 Here the active purchase step has a similar pain point to the previous step. 3:56 Janelle is hesitant to make such a large purchase and click the check out button. 4:00 This is another feeling common for users when making large purchases 4:06 without actually seeing the product they will be receiving. 4:11 The last step of this journey is the receiving product step. 4:15 In the doing section here, I've written watching delivery notifications, 4:19 receiving box, and leaving a review. 4:24 In the thinking section, 4:27 I have, how will long will the package be sitting at my apartment? 4:28 The box is a little banged up, is the furniture okay? 4:32 If I need to return this, how do I do that? 4:36 In the feeling section, Janelle might be feeling glad the piece has arrived, 4:40 nervous about if piece is damaged, 4:45 and confused about how to possibly return an item. 4:48 In this last step, 4:53 there is a pain point about knowing what to do with returns and possible damage. 4:54 After making a large purchase and receiving something that might be damaged, 5:00 any user would be frustrated and want to fix the situation as soon as possible. 5:04 Now that we've gone through Janelle's journey and found some pain points, 5:09 the next step would be to start designing some solutions to these pain points. 5:13 With Janelle in mind, we should be able to make some design decisions to improve her 5:18 overall experience and create a better website. 5:22 Nice work, keep practicing, and I'll see you next time. 5:26
You need to sign up for Treehouse in order to download course files.Sign up