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.

Transcript

1. User Journey Map Workshop UX in LUX 19/06/2019
3. Welcome to the workshop! We are UX designers and we propose UX workshops in Luxembourg !
5. Share your knowledge with the community! Contact us if you want to present a workshop or share a UX method!
6. Thanks :) Thanks to Maltem for sponsoring today’s workshop.
7. MALTEM IN SHORT Established Coming soon
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
9. What are User Journey Maps? 01
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/
11. https://www.nngroup.com/articles/journey-mapping-101/
12. What it “really” looks like
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
14. https://www.nngroup.com/articles/journey-mapping-101/
15. Practise time 02
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 !)
17. 1. Interview your user 5’
18. 2. Define goals and scenarios 5’
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’
20. 4. Identify the actions for each phase 10’
21. 5. What does you user think and feel for each phase? 10’
22. 6. Pain points and opportunities 5’
23. What do you think about the method? 03
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
25. • Méthodes UX chapitre 12 by Carine Lallemand • Journey mapping 101 https:/ /www.nngroup.com/articles/journey- mapping-101/ Learn more
26. Thank you :) Contact us if you want to present a workshop or share a UX method! @ux_lux on twitter - uxinlux@gmail.com
27. • Less specific : a generic human undergoing a general human experience • Used for understanding a general human behavior VS Experience map ?
28. • Visualize the relationships between different service components (such as people or processes) at various touchpoints in a specific customer journey VS Service blueprint ?
29. • Visual version of a user story. (As a ____ I want to _____ ) • For planning and implementation (think little picture) VS User Story Map ?