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
   

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

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

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

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7. MALTEM
   IN SHORT
   Established
   Coming soon
   

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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
   

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9. What are User
   Journey Maps?
   01
   

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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/
    

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

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12. What it “really” looks like
    

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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
    

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

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15. Practise time
    02
    

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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 !)
    

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17. 1. Interview your user
    5’
    

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18. 2. Define goals and scenarios
    5’
    

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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’
    

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

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21. 5. What does you user think and feel for each phase?
    
    
    
    
    
    
    10’
    

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22. 6. Pain points and opportunities
    5’
    

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23. What do you think
    about the method?
    03
    

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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
    

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

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26. Thank you :)
    Contact us if you want to present a workshop
    or share a UX method!
    @ux_lux on twitter - uxinlux@gmail.com
    

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

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

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

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