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You have completed Practice Journey Maps!
You have completed Practice Journey Maps!
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Using Amazon.com as an example and a user persona, you'll find pain points users come across when trying to purchase home furniture.
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[MUSIC]
0:00
Hi, I'm Nick.
0:09
Before you start wireframing solutions
to improve the user experience,
0:10
you want to create a journey map to
detail the current pain points a user
0:15
experiences when trying
to reach their goal.
0:19
The journey map should include the phases
the user will go through to reach
0:22
their goal.
0:27
For each phase, list out what the user
is doing, thinking, and feeling.
0:28
Your goal is to find pain points or
where the user gets frustrated.
0:34
Using Amazon.com as an example,
let's use the following persona
0:39
to find pain points users come across
when trying to purchase home furniture.
0:44
This is Janelle.
0:50
She is a data analyst with
a brand new apartment.
0:52
She wants to furnish her new apartment
with modern pieces that won't break
0:55
the bank.
1:00
In order to find potential pain points for
Janelle,
1:01
we need to be familiar with the website.
1:05
Even if you're already
familiar with Amazon,
1:07
take a minute to imagine
that you are Janelle and
1:11
go through the process of looking for
new furniture for your apartment.
1:14
With our persona Janelle in mind,
you need to fill out the journey map
1:19
diagram starting with the phases or
chapters of her journey across the top.
1:24
These will form columns in the table, and
1:30
they're the steps she will go
through to complete her goal.
1:33
We know from her persona that
Janelle needs some new furniture for
1:37
her apartment.
1:41
What would the phases be for her goal of
finding a modern affordable TV stand?
1:42
After you determine the phases,
you will fill out the doing, thinking,
1:49
and feeling sections under each phase.
1:53
These should be specific, and there can
be more than one item in each section.
1:56
In fact, the more detail you add here,
the easier it may be to find pain points.
2:02
The doing section should contain actions
Janelle is doing under each phase.
2:08
The thinking and feeling sections
should detail out how this phase, and
2:14
the corresponding actions, are making her
feel, and what they make her think about.
2:19
After you've filled out your journey map,
try to find potential pain points.
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Where does Janelle get frustrated or
angry?
2:30
Are there any areas where
the experience can be improved?
2:33
I'll see you in the next video to show
you the journey map that I created.
2:38
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