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Questions tagged [user-journey]

A scenario involving a series of steps taken by a user while they are interacting with a system.

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1answer
47 views

Creating a customer journey map from persona

I was asked to create personas and customer journey map using analytical data and other online data (Without talking to the actual customers). So, I created a few buyer personas based on some data (...
3
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4answers
103 views

User Journey Across Multiple Sites

I’ve been presented with a unique scenario where a customer of mine wants to link a user journey across several websites that they own. Each website has a unique brand and style guide which are in ...
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2answers
86 views

The best user journey for a lengthy task

I'm creating a loan website which involves a bit of a journey (about 10 minutes). If you take a standard loan comparison website, the journey would be a simple one, something like this: User selects ...
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2answers
57 views

Would you map the journey for a specific section of a website?

We're looking to redesign a destinations section of a travel website as the current is basically an import of our brochure and doesn't work for web. We have all the analytics, customer research videos,...
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3answers
87 views

In which sections do User Personas and User Journeys go within User Research Reports

I'm currently writing up a User Research Report for an online web app. The report is roughly divided as follows: Introduction (Executive Summary) Methodology (User Interviews, User Surveys, User ...
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57 views

How to show multiple user journeys or journey-options in a menu?

I have a menu that depicts a list of Tasks (say 1 to 10). Each task can be done in 2 ways: option A & B. Option A - by following the mentioned sequences of steps 1>2>3>4>5 Option B - by ...
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3answers
160 views

Best approach to implement a user survey

We have a site where a user has to fill out series of forms including personal details for purpose of employment screening. At the end of the process (or the user journey), we'd like to provide the ...
14
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5answers
548 views

Evidence for The Broken Window Theory in UX?

In criminology, Broken Window Theory postulates that seemingly small defects (graffiti, broken windows) in the environment around us can lead to increase in more serious crime by the means of priming, ...
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5answers
175 views

User Journey Flow: Whole Process or Singular Process

So I'm working on this product at work, I'm designing a user journey however I am a little stuck between choosing to design the whole process from signup till the end and following a specific scenario....
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3answers
7k views

customer journey map vs customer experience map

can you tell me about the difference between customer journey map and customer experience map? in Mapping Experience Book By James Kalbach he said they are two different things but i could not ...
2
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3answers
394 views

Workshop for validating user journeys

I’m new, so be indulgente with me :) I am working on a UX project, I have created personas and user journeys. We have a workshop soon with users : I want to share my user journeys with them and ...
3
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2answers
104 views

Forcing default settings on a user

Scenario: We have a requirement for a group of settings. Option1 A or B Option2 A or B OptionX true or false Any combination of 1 and 2 are valid whilst X is false. However when X is true, the ...
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1answer
54 views

Can using animation positively lengthen the user journey

When users use an app or a website, different levels of effort and cognitive load are needed at each point of the user journey. While various negative factors cause bad UX can potentially shorten a ...
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47 views

how to maintain updated user flows on product team walls

So far, what we do is simply take a large print out of the current feature we are working on and stick it on the wall. As brainstorming sessions and discussions happen about the feature, notes, ...
2
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2answers
466 views

What are 'Touch points' in a user/customer journey?

I'm in the process of creating a user journey, and during my research, I've come across 'touch points'. However, I'm struggling to understand what they're, could anyone shed a bit more light on this? ...
2
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1answer
170 views

Partial login for account management

I work for a TV/Telco company and I'm looking at if its a good idea to open up some of the 'My Account' management section of our site to users who are only partially logged in. In a very similar way ...
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1answer
249 views

Customer Journey testing [closed]

I'm new inside UX/CX design field, and I would like to know more info about customer journey mapping. I know that this process is to map the current customer journey also emotional mapping to find ...
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3answers
259 views

Can I use 2 different User Journeys for the same Persona to show the flow of 2 different tasks that the user performs?

Can I use 2 different User Journeys for the same Persona to show the flow of 2 different tasks that the user performs? My user has to perform 2 main tasks in the platform, and the tasks are a bit ...
7
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3answers
722 views

Combining 6 apps into one

I'm building an application that caters to a specific set of people for example construction workers [edit: removed "students, or coffee drinkers"]. So for instance, an app for construction workers ...
23
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4answers
5k views

Why don't air travel booking sites use the “shopping cart” UI concept?

I am working on an Airline site refactor, and I realized that the abandonment after searching and selecting a flight is very high. I think for returning visitors it would be nice having a way to ...
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7answers
906 views

What is the best mobile number authorization strategy?

In recent years, mobile number has become an important factor for authentication and hence more and more enterprises employ methods to capture their users' mobile numbers using SMS. In a typical ...
2
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1answer
83 views

What is the best approach to managing multiple audiences for a pharmaceutical product?

I have been looking at the various methods to split the audience and none seem to be ideal. interstitial window asking the user to choose patient or Healthcare professional (HCP) patient focussed ...
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1answer
53 views

Should a UX map be done per interview / persona or by collecting different interviews?

Should I interview one user and create one document per interview , or should I create just one journey with a high level big picture?
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2answers
197 views

Flow for scheduling payments

So am working on a mobile app that allows users to send money & pay their bills (electricity & telephone) Am adding a feature where these payments can be scheduled in advance. However i am ...
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2answers
13k views

Storyboard vs User Journey

Would someone please explain the difference?
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1answer
800 views

When are service blueprints more useful than journey maps?

Service blueprints are divided into layers from the customer and physical evidence, to the front of house employees and systems, to the back of house employees and systems. Journey maps seem to be a ...
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3answers
76 views

Would user frustrations come under the umbrella of a user journey?

I am designing a time planning tool. I have created several personas, which are using multiple other tools to achieve something that should be easily achievable with the software I am designing. I ...
2
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2answers
153 views

Any evidence password strength indicators break user journey?

Have any studies been conducted on whether password strength indicators break user journey's. Here is a hypothetical scenario: As a customer of an eCommerce website, I am ready to make a purchase ...
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2answers
139 views

Email Survey - Recommended questions / format for task analysis?

We are hoping to send out email surveys to some of our customers (w/a coupon reward) in the hopes of getting some task analysis-type feedback returned. This is a large B2B website with tens of ...
2
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1answer
544 views

Creating an extremely detailed user Journey Map

I'm about to start work on a detailed customer journey map for a travel company. This to be for an end to end service and there are a LOT of touch points. I'm just curious has anyone any tips/feedback ...
3
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1answer
599 views

Creating a customer journey map and then elaborating it

I need to create a customer journey. This customer journey will then be elaborated into more detailed requirements and then passed to vendors for them to estimate and price. This is the end goal. I ...
3
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4answers
9k views

What is the difference between a customer journey and a user journey

What is the difference between a customer journey and a user journey? I am planning a requirements workshop for a new CRM implementation. We have identified all the customer journeys but we need to ...
4
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3answers
93 views

Staying current with many enterprise applications in the portfolio

Our organization has 6 applications that our end-users interact with on a daily basis. Each application is developed by a separate team and lives in their own solution files. We've made an effort in ...
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3answers
1k views

What's a good alternative to lightboxes?

I'm designing a form with 4 accordions. On the end of the 1st accordion, 1 of 2 things will happen: Success: user will go to next accordion and all is okay Not successful (user is referred to call ...
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4answers
242 views

Express buy button for a complex product (diffrent size,colors). Any experience or examples?

I want to launch a "Express Buy" button just under a product picture. The idea is to avoid one click, the one that goes to the product card. I want this to go straight in to my user's shopping cart. ...
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3answers
431 views

When are customer journey maps useful?

How do I find data to build customer journey maps? I ran some surveys but I don't think that survey answers are useful enough to build a customer journey map. I don't have enough emotional data, but ...
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5answers
2k views

How valuable are user journeys?

The last time I mapped out a user journey was during a pitch process. The only reason I did a user journey was to demonstrate to the client how the user would get from point A to B without having to ...
16
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3answers
7k views

Ways to visualise a user journey

I would like some opinions on user journeys and how to present them, specifically to the client. What do you think is the best way to present them and what tools would you use to create them? Do you ...