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This, and all of the user research blogs, give an overview of the process and steps taken for each part. I’ve included images taken from the FigJam boards where the majority of the work lives to illustrate the process.
If you would still like to see further details on each part, please view the FigJam board in full.
It can be found at the end of this page, or on this master page.
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Having user personas formed insights from my user interview research, I now wanted to bring what I had learnt back into my user journeys to develop them further. This would be the basis of my user flows, and allow me to consider what opportunities there are.
I went back to the journeys I had done previously and tweaked any steps that I felt didn’t make sense given what I had learnt in interviews and persona mapping. This allowed me to bring in new ideas too as I was seeing them with fresher eyes.
After that, I added another lane below for opportunities. These were ideas I had had around how to solve certain problems that were coming up in the journeys.
I repeated this process for all four journey maps to bring in all the ideas I had found from my personas and interviews. This worked well and I now felt confident in my journey maps and that they are a good basis to start designing from.
I was concerned at first that going off assumptions was going be an issue for my user journeys, but I think this way of working worked really well. When it’s a topic like public transport, I already know things from my own experience, so it’s ok to use my assumptions as long as I’m evaluating them with actual research. I felt this process sped up the user research and will keep it in mind for future.
Full working and documentation of user research can be found in this FigJam file.
https://www.figma.com/board/MWcTyBBCYEUud6xCzdOYNt/User-Personas---Journeys?node-id=0-1&t=Eg0YqHQzXHJcfleM-1