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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Help with user onboarding UX

Background : I am creating an app that caters to the new parents to track details about their kid's activities etc. As part of onboarding, I want to capture details about their kid, presently it is ...
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User Research Estimation

What are the units/factors you take into account when estimating or scoping your user research? Other than the business domain's complexity, remote/in-person research and the difficulty of participant ...
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Is there a name for this flow with deliberately missing information?

This seems like a fairly common flow, but I'm not sure I've ever heard of what it's called: A user has to enter some basic, mandatory information in order to establish a record in the system But, in ...
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Change primary action according to user journey?

The page is about pension plans. There are info pages, simulation pages (to see what happens when changing the pension plan) and a retirement planner. There are different ways users use the page. ...
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Ux with no budget or time, how? [duplicate]

My job is a small web agency and our boss negotiates and offers UX services. The job consists on producing research, analysis, user journey and personas sometimes in a week or two. I know this is very ...
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Journey Mapping Project best practices

Looking for suggestions on process best practices: In order to understand how clients (e.g. insurance carriers) subscribe to services from a particular company, I need to create a journey map to ...
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One website, 2 journeys

I have a business website, which has 2 subdomains, one for individuals and one for businesses. I was just going to simply supply a landing page which allowed the visitor to select which they are (with ...
P Miller's user avatar
2 votes
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How should users be notified of license expiration and of renewal?

This is a two part question. Licence Expiration: When a platform license expires, users are logged out and everyone sees the paywall. How should users be notified that this forced log out is about to ...
Giulio's user avatar
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At which part of your design process do you refer to an existing user journey map

When designing a feature, an improvement, or a product i'm curious at what point would you refer to the user journey map? Why would you refer to it? and what information or insights would hope to gain?...
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How to make the user journey map more socializ-able and more integrated within the design process

Right now a 2 person team maintains the user journey map for our mobile app. It sits on a miro board and the only time others in the wider product team or org see it is once a quarter at the most ...
Blue Ocean's user avatar
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Maintaining and improving a user journey map

I want to improve an existing user journey map and am curious about additional layers that can potentially be added to it. This is a journey map for a travel app. The stages of the journey are ...
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How to conduct user testing to identify the optimal position for an entry point of a feature

I'm conducting a user testing session to identify what is the optimal entry point on a flight booking mobile app, to introduce users to its frequent flyer program. Potential entry points are after ...
Blue Ocean's user avatar
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Case study for managing revenue in hospitals using journey mapping

I am looking for UX case studies that resolved revenue management systems in hardware service deliveries in hospitals & clinics.
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Invitation to the Saas platform with payment

I am looking for some examples of companies/ websites who are using the model below: The company A is using the Saas platform for the assesment (paying for it). The company A wants to invite other ...
Mike Like Pike's user avatar
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How to start a user journey map for a new product and how does it translate to a product backlog?

I'm working on a new product that's a talent marketplace for the events and entertainment space. The client has a rough idea (like 20%) of what the user journey would be like. I'm curious how should i ...
Blue Ocean's user avatar
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Portable input device, best practices for setup

We're working on a mobile 3D scanning device. The device is small handheld device, about the size of a gopro camera. The device has no display or other controls. The idea is that the user connects the ...
user3207838's user avatar
3 votes
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Customer journey with multiple users

I'm looking if there are any examples of this as I want to draw a customer journey for a 2 sided marketplace where there's overlap between these 2 types of users. Think host/traveler for airbnb or ...
Johan Sjostrand's user avatar
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UX between app and Website

We currently have an app with certain features such as Timesheets and Booking holiday which is fundamental to our workers. However we also have a live website which has all the other content that is ...
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Data-driven design vs. Natural behaviour

Background The current client I am working with is in the vacation property space. Our naming terminology is similar to general e-commerce . We have currently taken a different approach on our ...
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Is Customer Service Agent and the Customer two different personas or different roles?

Are 'Personas' and 'Roles' different in every scenario? Although i did my reading about roles and personas, im a bit confused about this topic with the context i'm working on. Scenario - One day ...
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User Scenarios, Journeys, Problem Statements - Tools/Ways to organise multiple scenarios and storyboards

While we're making sense of the research data, we may wish to aggregate that into a set of scenarios, storyboards, or problem statements. I'm wondering if any of you does organise such outputs and, if ...
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Change main screen/section of product depending on user progression with product

Is it possible to create a product where the main section (where users land after login) changes depending on the progresses made by the users with the product? I'm currently working on a career ...
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Links in content (ie box and cards) vs Navigation

I see a lot of discussion in UX circles about search VS browse. What I don't see a lot is any kind of testing or research on how soon people reach for the menu of a site, and whether different people ...
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2 answers
182 views

Customer Journey Map for a Retail Store

I want to run a Customer Journey Mapping (CJM) exercise. From what I understand you conduct CJM exercise for each persona. We don't have any personas in place. This work won't be ready until the ...
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What is the difference between a Use Case and a User Journey? Is there any?

I was wondering what the difference is between a use case and a user journey? To me they seem to be doing the same thing?
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User Confirmation

Let me give a example: in this case is redundant ask for the user the confirmation? Is better just put: I think the second way I can say to for the user 'you can return for your activities, we will ...
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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 (...
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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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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 ...
John O's user avatar
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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,...
Keith's user avatar
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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 ...
Mathiew's user avatar
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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 ...
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5 answers
816 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, ...
daniel.sedlacek's user avatar
1 vote
5 answers
217 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....
path's user avatar
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6 answers
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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 ...
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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 ...
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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 ...
Mr Giggles's user avatar
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1 answer
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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 ...
Blue Ocean's user avatar
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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, ...
Blue Ocean's user avatar
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2 votes
2 answers
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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? ...
DSmith's user avatar
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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 ...
TFEB's user avatar
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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 ...
le0sim0es's user avatar
3 votes
3 answers
666 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 ...
Purnanga's user avatar
8 votes
3 answers
3k 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 ...
jonmecer's user avatar
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23 votes
4 answers
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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 ...
David C.'s user avatar
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6 votes
7 answers
1k 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 ...
anonim's user avatar
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3 votes
1 answer
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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 ...
Melissa's user avatar
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1 answer
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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?
Daniel Vianna's user avatar
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2 answers
460 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 ...
Sam's user avatar
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9 votes
2 answers
22k views

Storyboard vs User Journey

Would someone please explain the difference?
stringtheory's user avatar