1 00:00:00,000 --> 00:00:09,183 [MUSIC] 2 00:00:09,183 --> 00:00:10,634 Hi, I'm Nick. 3 00:00:10,634 --> 00:00:15,369 Before you start wireframing solutions to improve the user experience, 4 00:00:15,369 --> 00:00:19,871 you want to create a journey map to detail the current pain points a user 5 00:00:19,871 --> 00:00:22,869 experiences when trying to reach their goal. 6 00:00:22,869 --> 00:00:27,350 The journey map should include the phases the user will go through to reach 7 00:00:27,350 --> 00:00:28,690 their goal. 8 00:00:28,690 --> 00:00:34,150 For each phase, list out what the user is doing, thinking, and feeling. 9 00:00:34,150 --> 00:00:39,172 Your goal is to find pain points or where the user gets frustrated. 10 00:00:39,172 --> 00:00:44,451 Using Amazon.com as an example, let's use the following persona 11 00:00:44,451 --> 00:00:50,570 to find pain points users come across when trying to purchase home furniture. 12 00:00:50,570 --> 00:00:52,690 This is Janelle. 13 00:00:52,690 --> 00:00:55,940 She is a data analyst with a brand new apartment. 14 00:00:55,940 --> 00:01:00,557 She wants to furnish her new apartment with modern pieces that won't break 15 00:01:00,557 --> 00:01:01,890 the bank. 16 00:01:01,890 --> 00:01:05,136 In order to find potential pain points for Janelle, 17 00:01:05,136 --> 00:01:07,660 we need to be familiar with the website. 18 00:01:07,660 --> 00:01:11,079 Even if you're already familiar with Amazon, 19 00:01:11,079 --> 00:01:14,496 take a minute to imagine that you are Janelle and 20 00:01:14,496 --> 00:01:19,720 go through the process of looking for new furniture for your apartment. 21 00:01:19,720 --> 00:01:24,599 With our persona Janelle in mind, you need to fill out the journey map 22 00:01:24,599 --> 00:01:30,620 diagram starting with the phases or chapters of her journey across the top. 23 00:01:30,620 --> 00:01:33,506 These will form columns in the table, and 24 00:01:33,506 --> 00:01:37,723 they're the steps she will go through to complete her goal. 25 00:01:37,723 --> 00:01:41,723 We know from her persona that Janelle needs some new furniture for 26 00:01:41,723 --> 00:01:42,750 her apartment. 27 00:01:42,750 --> 00:01:49,179 What would the phases be for her goal of finding a modern affordable TV stand? 28 00:01:49,179 --> 00:01:53,983 After you determine the phases, you will fill out the doing, thinking, 29 00:01:53,983 --> 00:01:56,630 and feeling sections under each phase. 30 00:01:56,630 --> 00:02:02,259 These should be specific, and there can be more than one item in each section. 31 00:02:02,259 --> 00:02:08,130 In fact, the more detail you add here, the easier it may be to find pain points. 32 00:02:08,130 --> 00:02:14,450 The doing section should contain actions Janelle is doing under each phase. 33 00:02:14,450 --> 00:02:19,673 The thinking and feeling sections should detail out how this phase, and 34 00:02:19,673 --> 00:02:25,930 the corresponding actions, are making her feel, and what they make her think about. 35 00:02:25,930 --> 00:02:30,443 After you've filled out your journey map, try to find potential pain points. 36 00:02:30,443 --> 00:02:33,493 Where does Janelle get frustrated or angry? 37 00:02:33,493 --> 00:02:38,143 Are there any areas where the experience can be improved? 38 00:02:38,143 --> 00:02:41,943 I'll see you in the next video to show you the journey map that I created.