1 00:00:00,176 --> 00:00:03,750 Were you able to create a journey map and find some pain points? 2 00:00:03,750 --> 00:00:06,090 Let's walk through the journey map that I created. 3 00:00:07,290 --> 00:00:09,620 First, let's start with the phases. 4 00:00:09,620 --> 00:00:11,010 The phases I came up with for 5 00:00:11,010 --> 00:00:14,150 the journey Janelle will go through to find a piece of furniture for 6 00:00:14,150 --> 00:00:19,100 her apartment include exploring the site, then comparing products. 7 00:00:19,100 --> 00:00:24,150 Followed by commit to purchase, active purchase, and receiving the product. 8 00:00:25,150 --> 00:00:27,290 Now that we have the phases listed out, 9 00:00:27,290 --> 00:00:32,320 let's add the details to each by starting with exploring the site. 10 00:00:32,320 --> 00:00:33,870 Under the doing category, 11 00:00:33,870 --> 00:00:38,750 I added the tasks I think Janelle will be doing while exploring the site. 12 00:00:38,750 --> 00:00:44,090 This includes searching for furniture and clicking through possible furniture. 13 00:00:44,090 --> 00:00:45,980 Under the thinking category, 14 00:00:45,980 --> 00:00:50,950 I included what Janelle's thoughts might be as she is doing those tasks. 15 00:00:50,950 --> 00:00:55,390 Her thoughts are, there are a lot of products here, can I filter for 16 00:00:55,390 --> 00:00:57,050 what I am looking for? 17 00:00:57,050 --> 00:00:59,740 Some of the products have bad reviews. 18 00:00:59,740 --> 00:01:04,430 And there's a range of products in and out of my price range. 19 00:01:04,430 --> 00:01:09,960 Lastly, under the feeling category, I added Janelle's feelings for this step. 20 00:01:09,960 --> 00:01:14,480 Her feelings include being overwhelmed by the number of products, 21 00:01:14,480 --> 00:01:18,860 interested after seeing some furniture that fits her style, and 22 00:01:18,860 --> 00:01:22,270 confused by the number of elements on the page. 23 00:01:23,390 --> 00:01:27,830 The pain point I see for this step is the feeling of being overwhelmed. 24 00:01:27,830 --> 00:01:30,860 Any user could end up leaving the site because 25 00:01:30,860 --> 00:01:35,320 they're unable to find what they wanted or there were just too many choices. 26 00:01:36,410 --> 00:01:38,450 Next is the comparing step. 27 00:01:38,450 --> 00:01:40,840 Let's start with the doing section. 28 00:01:40,840 --> 00:01:44,110 Here I thought Janelle would do the following. 29 00:01:44,110 --> 00:01:46,330 Read through the product details, 30 00:01:46,330 --> 00:01:50,390 read through product reviews, view true products together. 31 00:01:50,390 --> 00:01:54,050 And in the thinking section, I'm adding the following. 32 00:01:54,050 --> 00:01:56,610 Some of these reviews are concerning. 33 00:01:56,610 --> 00:02:01,640 The product details help me measure my apartment to see if the piece will fit. 34 00:02:01,640 --> 00:02:05,360 It's nice to compare two products to see which will work for me. 35 00:02:06,520 --> 00:02:11,408 Lastly, in the feeling section, I've added hesitant after reading some reviews. 36 00:02:11,408 --> 00:02:16,890 Critical, wants to make sure she is buying something that will work for her. 37 00:02:16,890 --> 00:02:21,190 In this step, the biggest pain point I see is being hesitant to purchase 38 00:02:21,190 --> 00:02:22,870 after reading reviews. 39 00:02:22,870 --> 00:02:25,680 The goal of the business is to sell products. 40 00:02:25,680 --> 00:02:30,450 But if the users are too scared to make a purchase, then both the business and 41 00:02:30,450 --> 00:02:33,770 the user will be unhappy with the experience. 42 00:02:33,770 --> 00:02:36,640 Next is the commit to purchase step. 43 00:02:36,640 --> 00:02:41,260 In the doing section, I've written viewing product price, 44 00:02:41,260 --> 00:02:46,230 viewing possible delivery date, and adding product to cart. 45 00:02:46,230 --> 00:02:51,170 In the thinking section, I've written, does this come in any other colors? 46 00:02:51,170 --> 00:02:54,930 Will this get to my apartment in time for my dinner party? 47 00:02:54,930 --> 00:02:57,030 And this will work! 48 00:02:57,030 --> 00:03:02,630 In the feelings section, excited about purchasing something for her apartment and 49 00:03:02,630 --> 00:03:07,240 nervous that the piece may end up being lesser quality. 50 00:03:07,240 --> 00:03:10,650 This step seems to have a pretty good experience for the user. 51 00:03:10,650 --> 00:03:14,680 The only negative feeling the user has is the typical feeling 52 00:03:14,680 --> 00:03:18,610 of being nervous about the purchase they're about to make. 53 00:03:18,610 --> 00:03:23,170 There is only a small pain point of making sure the user has enough information 54 00:03:23,170 --> 00:03:24,530 to click the add to cart button. 55 00:03:25,780 --> 00:03:28,720 Next up is the active purchase step. 56 00:03:28,720 --> 00:03:33,750 For the doing section, I have choosing a delivery option, 57 00:03:33,750 --> 00:03:38,280 adding address and purchase details, and clicking checkout. 58 00:03:38,280 --> 00:03:41,950 In the thinking section, how soon can I get this? 59 00:03:41,950 --> 00:03:43,750 What's my new address again? 60 00:03:43,750 --> 00:03:45,640 And can I pay with PayPal? 61 00:03:46,870 --> 00:03:49,850 Lastly, in the feeling section, I've written 62 00:03:49,850 --> 00:03:54,660 hesitant to make a large purchase and excited to show off her new furniture. 63 00:03:56,070 --> 00:04:00,980 Here the active purchase step has a similar pain point to the previous step. 64 00:04:00,980 --> 00:04:06,280 Janelle is hesitant to make such a large purchase and click the check out button. 65 00:04:06,280 --> 00:04:11,094 This is another feeling common for users when making large purchases 66 00:04:11,094 --> 00:04:15,414 without actually seeing the product they will be receiving. 67 00:04:15,414 --> 00:04:19,463 The last step of this journey is the receiving product step. 68 00:04:19,463 --> 00:04:24,029 In the doing section here, I've written watching delivery notifications, 69 00:04:24,029 --> 00:04:27,070 receiving box, and leaving a review. 70 00:04:27,070 --> 00:04:28,490 In the thinking section, 71 00:04:28,490 --> 00:04:32,800 I have, how will long will the package be sitting at my apartment? 72 00:04:32,800 --> 00:04:35,890 The box is a little banged up, is the furniture okay? 73 00:04:36,930 --> 00:04:39,570 If I need to return this, how do I do that? 74 00:04:40,810 --> 00:04:45,670 In the feeling section, Janelle might be feeling glad the piece has arrived, 75 00:04:45,670 --> 00:04:48,260 nervous about if piece is damaged, 76 00:04:48,260 --> 00:04:53,130 and confused about how to possibly return an item. 77 00:04:53,130 --> 00:04:54,480 In this last step, 78 00:04:54,480 --> 00:05:00,140 there is a pain point about knowing what to do with returns and possible damage. 79 00:05:00,140 --> 00:05:04,440 After making a large purchase and receiving something that might be damaged, 80 00:05:04,440 --> 00:05:08,889 any user would be frustrated and want to fix the situation as soon as possible. 81 00:05:09,910 --> 00:05:13,220 Now that we've gone through Janelle's journey and found some pain points, 82 00:05:13,220 --> 00:05:18,080 the next step would be to start designing some solutions to these pain points. 83 00:05:18,080 --> 00:05:22,360 With Janelle in mind, we should be able to make some design decisions to improve her 84 00:05:22,360 --> 00:05:26,150 overall experience and create a better website. 85 00:05:26,150 --> 00:05:29,000 Nice work, keep practicing, and I'll see you next time.