After feeling that my customer journey map had not offered the amount of ideas or insights I had hoped for I was looking for another way of visualising my app from a user’s point of view. We discussed and carried out as part of this week’s class a different style of journey map, one that I believed would offer me more than I had got from the customer journey map I completed previously. I decided to complete a user journey map in using this technique and see what I was able to discover.
One of the first things I need to do was select one of my user personas whose user journey this user journey map was going to illustrate. I selected Harriet my Red Cross Volunteer, as she represents one of my key target user groups, volunteers and staff from charitable organisations looking to add to their abilities to help.
I then needed to decide the scope of the journey map, as I am at the stage of considering the practicalities of my user flows through the app and what features I need to include, I decided to make this user journey map cover Harriet using the app to help someone. I therefore included the steps:
Now that I had the steps of the user journey I needed to decide what I was going to look at during each of these steps. I decided to stick to the same format as the user journey we completed in class so I looked at:
I then covered all of these of each of the steps of Harriet’s user journey and was able to see all the different issues and opportunities that I would need to look at in my design.
I was able to discover a number of pain points in the process and opportunities to solve these pain points which I could incorporate into my design, which would greatly improve it and make it much more useful and able to achieve its aims.
Here is the user journey map created: