Heads up! To view this whole video, sign in with your Courses account or enroll in your free 7-day trial. Sign In Enroll
Preview
Start a free Courses trial
to watch this video
The first place we’ll start when mapping a user journey are the phases of their journey.
Handouts:
Further Reading:
User Journeys - The Beginner's Guide, by Chris Mears
- The UX Review explores when, why, and how to document a user’s journey.
Behavioural Mapping, by Dee Balkisson
- Mapping Behavior
From Touchpoints to Journeys: Seeing the World as Customers Do, By Nicolas Maechler, Kevin Neher, and Robert Park
- Customer Touchpoints vs Overall Journey
Customer Journey Maps - Walking a Mile in Your Customer’s Shoes By Ditte Mortenson
- Interaction Design Foundation’s take on User Journeys
The phases of a journey map are sort
of like the chapter titles of a book.
0:00
In our example, Stable Sarah wants to
purchase a weekender pass to EmmaCon,
0:05
our fictitious rare gem conference.
0:10
But she finds that she has a difficult
time accomplishing that task.
0:13
Using the information that we've gathered,
0:17
Stable Sara's phases when going through
the checkout process are explore site,
0:19
commit to purchase, active purchase,
and receive tickets.
0:25
In these phases, we'll be able to isolate
where her experiences pain points lie.
0:30
The remaining three sections
of the journey map are doing,
0:36
thinking and feeling.
0:40
You'll treat these sections similarly
to how you would treat an empathy map.
0:43
But as mentioned previously,
you'll factor in time and action.
0:48
It's worth noting that it can be
fairly easy to confuse the doing and
0:55
phases lanes of your journey map.
1:00
The easiest way to keep them
separate is remembering
1:03
that the doing Post-its
tend to be specific.
1:07
And many doing Post-its
can fit under a phase.
1:11
Take about ten minutes to
fill out your journey map.
1:15
And in the next video,
we can begin looking for pain points and
1:18
where we have design opportunities.
1:22
You need to sign up for Treehouse in order to download course files.
Sign up