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You have completed Intro to Design Thinking!
You have completed Intro to Design Thinking!
Preview
Let’s map out how your user is engaging in a specific activity in your product. This will give us a better idea of where to improve.
Handouts:
New Terms:
- Journey Map – a means of documenting a user’s experience from start to finish. Journey maps vary from practitioner to practitioner. All journey maps seek to find a user’s pain, motivations, or design opportunities for a user. This may be likened to an empathy map but viewed over the course of an experience rather than a general view of a user during a single point in time.
- Pain Points – blockers in a user’s experience. These may be emotional, technological, process-based, or physical. The severity of pain will vary with each example.
Further Reading:
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[MUSIC]
0:00
In the previous stage, we learned how
to create and read an empathy map.
0:04
The empathy map was a snapshot into
our user's overall character, but
0:09
in this stage, we'll move into
a more specific experience.
0:14
Time and action will be the big
differentiators between our empathy map
0:18
and our user's as-is-journey.
0:24
This journey map is a means of documenting
a user's particular experience
0:27
from start to finish.
0:32
Journey maps vary from
practitioner to practitioner, but
0:34
all journey maps seek to find
a user's pain, their motivations.
0:38
Or they seek out design opportunities
to improve the experience.
0:44
Our journey map will be
broken into four lanes,
0:49
phases, doing, thinking, and feeling.
0:52
We'll go deeper into each of these
links throughout this stage of lessons.
0:56
But before we can do that, we need to
define the concept of a pain point,
1:01
because that's ultimately what we're
looking to find with the journey map.
1:06
Pain points are blockers
in a user's experience.
1:10
These may be emotional, technological,
process-based, or physical.
1:13
And the severity of pain
will vary with each example.
1:18
It's worth noting the pain points that are
exposed in your user's journey may exist
1:23
due to issues within a team dynamic,
but it is important to address them.
1:28
Otherwise, your user will continue
to struggle through the journey
1:34
that your team is responsible for.
1:38
We'll begin mapping out
journey in the next video.
1:42
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