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[MUSIC]

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Hi, I'm Nick.

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Before you start wireframing solutions
to improve the user experience,

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you want to create a journey map to
detail the current pain points a user

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experiences when trying
to reach their goal.

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The journey map should include the phases
the user will go through to reach

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their goal.

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For each phase, list out what the user
is doing, thinking, and feeling.

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Your goal is to find pain points or
where the user gets frustrated.

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Using Amazon.com as an example,
let's use the following persona

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to find pain points users come across
when trying to purchase home furniture.

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This is Janelle.

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She is a data analyst with
a brand new apartment.

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She wants to furnish her new apartment
with modern pieces that won't break

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the bank.

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In order to find potential pain points for
Janelle,

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we need to be familiar with the website.

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Even if you're already
familiar with Amazon,

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take a minute to imagine
that you are Janelle and

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go through the process of looking for
new furniture for your apartment.

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With our persona Janelle in mind,
you need to fill out the journey map

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diagram starting with the phases or
chapters of her journey across the top.

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These will form columns in the table, and

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they're the steps she will go
through to complete her goal.

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We know from her persona that
Janelle needs some new furniture for

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her apartment.

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What would the phases be for her goal of
finding a modern affordable TV stand?

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After you determine the phases,
you will fill out the doing, thinking,

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and feeling sections under each phase.

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These should be specific, and there can
be more than one item in each section.

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In fact, the more detail you add here,
the easier it may be to find pain points.

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The doing section should contain actions
Janelle is doing under each phase.

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The thinking and feeling sections
should detail out how this phase, and

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the corresponding actions, are making her
feel, and what they make her think about.

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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?

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Are there any areas where
the experience can be improved?

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I'll see you in the next video to show
you the journey map that I created.