Experience

  • An interactive user journey map built for understanding retail consumer behavior

  • Creating a user journey map using Omnigraffle

  • SiriusXM user journey map for a female user demographic

  • Jaguar Land Rover user journey map for a vehicle specialist in a dealership sales cycle

  • Interactive user journey map with a detailed breakout

About

User journey maps are a dissection of a user persona, to understand them at a granular level based on their activity, mode, time, location etc.

There is intrinsic value to understand users at an emotional behavior level, which can often be obfuscated in traditional user research.

By breaking down an entire experience, we can understand the full context behind a user's actions, and when used at scale, reveal hidden opportunities and pain points.


Results

Curating and building journey maps have proved immensely valuable to the trust-building process of our user experience team.

They have become a useful tool for winning new business, and as part of our UX research practices for product strategy and roadmap prioritization.

Configuration

Framework - Greg Taylor

Author - Pauly Ting