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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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I now wanted to build out some initial user journeys.
With light proto-personas established, I wanted to create initial current state user journeys for each user type. This would let me get a sense of what I already know, and what I need more clarity on from user interviews. I would then be able to update after user interviews to reflect what I had learnt.
I started by sketching out how I wanted to structure the journeys. I identified that there were two types of journey for each user, one where they planned their journey in advance, and one in the moment. These different scenarios would cause different action to be taken by the user, so needed distinct lanes in the journey maps. Because of this, I decided to sketch it out first to figure out how it would be presented.
During this, I also established the different phases of the journey:
I then started to build out these journeys for each user, with colour coordinated steps depending on the users mood or experience at the time. This would help me identify areas to focus on in interviews and test against.
I was pleased with the outcomes of each journey and felt this had given a great foundational insight into each user. I think theres interesting moments throughout each journey, especially in areas where the in moment and in advance lanes contrast each others experience colour.