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You have completed Practice Journey Maps!
You have completed Practice Journey Maps!
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Were you able to create a journey map for Janelle? Here's our solution.
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Were you able to create a journey map and
find some pain points?
0:00
Let's walk through the journey
map that I created.
0:03
First, let's start with the phases.
0:07
The phases I came up with for
0:09
the journey Janelle will go through
to find a piece of furniture for
0:11
her apartment include exploring the site,
then comparing products.
0:14
Followed by commit to purchase, active
purchase, and receiving the product.
0:19
Now that we have the phases listed out,
0:25
let's add the details to each by
starting with exploring the site.
0:27
Under the doing category,
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I added the tasks I think Janelle will
be doing while exploring the site.
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This includes searching for furniture and
clicking through possible furniture.
0:38
Under the thinking category,
0:44
I included what Janelle's thoughts
might be as she is doing those tasks.
0:45
Her thoughts are, there are a lot
of products here, can I filter for
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what I am looking for?
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Some of the products have bad reviews.
0:57
And there's a range of products in and
out of my price range.
0:59
Lastly, under the feeling category,
I added Janelle's feelings for this step.
1:04
Her feelings include being overwhelmed
by the number of products,
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interested after seeing some
furniture that fits her style, and
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confused by the number
of elements on the page.
1:18
The pain point I see for this step
is the feeling of being overwhelmed.
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Any user could end up
leaving the site because
1:27
they're unable to find what they wanted or
there were just too many choices.
1:30
Next is the comparing step.
1:36
Let's start with the doing section.
1:38
Here I thought Janelle
would do the following.
1:40
Read through the product details,
1:44
read through product reviews,
view true products together.
1:46
And in the thinking section,
I'm adding the following.
1:50
Some of these reviews are concerning.
1:54
The product details help me measure my
apartment to see if the piece will fit.
1:56
It's nice to compare two products
to see which will work for me.
2:01
Lastly, in the feeling section, I've added
hesitant after reading some reviews.
2:06
Critical, wants to make sure she is
buying something that will work for her.
2:11
In this step, the biggest pain point
I see is being hesitant to purchase
2:16
after reading reviews.
2:21
The goal of the business
is to sell products.
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But if the users are too scared to make
a purchase, then both the business and
2:25
the user will be unhappy
with the experience.
2:30
Next is the commit to purchase step.
2:33
In the doing section,
I've written viewing product price,
2:36
viewing possible delivery date,
and adding product to cart.
2:41
In the thinking section, I've written,
does this come in any other colors?
2:46
Will this get to my apartment in time for
my dinner party?
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And this will work!
2:54
In the feelings section, excited about
purchasing something for her apartment and
2:57
nervous that the piece may
end up being lesser quality.
3:02
This step seems to have a pretty
good experience for the user.
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The only negative feeling the user
has is the typical feeling
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of being nervous about the purchase
they're about to make.
3:14
There is only a small pain point of making
sure the user has enough information
3:18
to click the add to cart button.
3:23
Next up is the active purchase step.
3:25
For the doing section,
I have choosing a delivery option,
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adding address and purchase details,
and clicking checkout.
3:33
In the thinking section,
how soon can I get this?
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What's my new address again?
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And can I pay with PayPal?
3:43
Lastly, in the feeling section,
I've written
3:46
hesitant to make a large purchase and
excited to show off her new furniture.
3:49
Here the active purchase step has
a similar pain point to the previous step.
3:56
Janelle is hesitant to make such a large
purchase and click the check out button.
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This is another feeling common for
users when making large purchases
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without actually seeing the product
they will be receiving.
4:11
The last step of this journey
is the receiving product step.
4:15
In the doing section here, I've written
watching delivery notifications,
4:19
receiving box, and leaving a review.
4:24
In the thinking section,
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I have, how will long will the package
be sitting at my apartment?
4:28
The box is a little banged up,
is the furniture okay?
4:32
If I need to return this,
how do I do that?
4:36
In the feeling section, Janelle might
be feeling glad the piece has arrived,
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nervous about if piece is damaged,
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and confused about how to
possibly return an item.
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In this last step,
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there is a pain point about knowing what
to do with returns and possible damage.
4:54
After making a large purchase and
receiving something that might be damaged,
5:00
any user would be frustrated and want to
fix the situation as soon as possible.
5:04
Now that we've gone through Janelle's
journey and found some pain points,
5:09
the next step would be to start designing
some solutions to these pain points.
5:13
With Janelle in mind, we should be able to
make some design decisions to improve her
5:18
overall experience and
create a better website.
5:22
Nice work, keep practicing,
and I'll see you next time.
5:26
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