$30 off During Our Annual Pro Sale. View Details »

UX in Lux - User Journey Map

Ux in Lux
June 19, 2019

UX in Lux - User Journey Map

How do people use our product or service? This is a question a lot of designer and other people ask themselves. It’s sometimes complex to get in the mind of our users. One of the tools that can help us do that is the custom/user journey map.

A journey map will help us visualize the process that users go through to accomplish a specific goal. It’s a narrative divided in different phases. For each phase, the designer tries to understand the thoughts, pain points and emotions of the user and identify opportunities for improvement along the way.

In this workshop we will split in small groups to build a “guerilla” user journey map of the user’s experience with one specific service.

Ux in Lux

June 19, 2019
Tweet

More Decks by Ux in Lux

Other Decks in Design

Transcript

  1. User Journey Map
    Workshop
    UX in LUX 19/06/2019

    View Slide

  2. View Slide

  3. Welcome to the workshop!
    We are UX designers and we propose UX
    workshops in Luxembourg !

    View Slide

  4. View Slide

  5. Share your knowledge
    with the community!
    Contact us if you want to present a workshop
    or share a UX method!

    View Slide

  6. Thanks :)
    Thanks to Maltem for sponsoring today’s
    workshop.

    View Slide

  7. MALTEM
    IN SHORT
    Established
    Coming soon

    View Slide

  8. What’s the plan?
    1. Discover the user journey map
    2. Try it yourself !
    3. Why use Journey maps ?
    4. Links, then drinks
    Schedule

    View Slide

  9. What are User
    Journey Maps?
    01

    View Slide

  10. A journey map is a visualization of the
    process that a person goes through in order
    to accomplish a goal.
    Definition
    https://www.nngroup.com/articles/journey-mapping-101/

    View Slide

  11. https://www.nngroup.com/articles/journey-mapping-101/

    View Slide

  12. What it “really” looks like

    View Slide

  13. ● Actor (user, persona..)
    ● Scenario and expectations (ex: find
    bakery & eat delicious bread)
    ● Journey phases (high level / ex : discover,
    try, buy, use, seek support)
    ● Actions, Mindsets, and Emotions
    ● Opportunities
    ● Internal ownership
    Key items

    View Slide

  14. https://www.nngroup.com/articles/journey-mapping-101/

    View Slide

  15. Practise time
    02

    View Slide

  16. How did you ended up here ?
    Guerrilla user journey map
    1. In groups of 4-5, choose an actor (one of
    you)
    2. Define all the user journey map of this
    actor (draw it !)

    View Slide

  17. 1. Interview your user
    5’

    View Slide

  18. 2. Define goals and scenarios
    5’

    View Slide

  19. 3. List and describe the different phases of the journey
    Don’t forget about what happens before and after users interact with your products and services.
    5’

    View Slide

  20. 4. Identify the actions for each phase
    10’

    View Slide

  21. 5. What does you user think and feel for each phase?






    10’

    View Slide

  22. 6. Pain points and opportunities
    5’

    View Slide

  23. What do you think
    about the method?
    03

    View Slide

  24. Why use Journey Maps ?
    ● Share a visual understanding of user’s
    steps with the whole team
    ● Easily identify issues and opportunities in
    the process
    ● Easy to share with all stakeholders
    ● Good basis to take decisions

    View Slide

  25. ● Méthodes UX chapitre 12 by Carine Lallemand
    ● Journey mapping 101
    https:/
    /www.nngroup.com/articles/journey-
    mapping-101/
    Learn more

    View Slide

  26. Thank you :)
    Contact us if you want to present a workshop
    or share a UX method!
    @ux_lux on twitter - [email protected]

    View Slide

  27. ● Less specific : a generic human
    undergoing a general human experience
    ● Used for understanding a general human
    behavior
    VS Experience map ?

    View Slide

  28. ● Visualize the relationships between
    different service components (such as
    people or processes) at various
    touchpoints in a specific customer journey
    VS Service blueprint ?

    View Slide

  29. ● Visual version of a user story. (As a ____ I
    want to _____ )
    ● For planning and implementation (think
    little picture)
    VS User Story Map ?

    View Slide