customer journey mapping
TRANSCRIPT
Presenter: Gary Barber
The Journey
http://www.flickr.com/photos/heatherparker/890496545/
UX is about the Journey
CC: http://www.flickr.com/photos/gwilmore/62281100/
Not the Output
CC: http://www.flickr.com/photos/mikebaird/4149574488
Not the Artefacts
CC: http://www.flickr.com/photos/andreaziodelmondes/7389492598/
OurAncient
Knowledge
It’s about the Knowledge We Learn
CC: http://www.flickr.com/photos/dullhunk/2051644067/
But often we get Lost
CC: http://www.flickr.com/photos/nonoq8/3632962623/
We need a way to see the Big Picture
CC: http://www.flickr.com/photos/spelio/7629365742
Design Walls
CC: http://www.flickr.com/photos/andreaziodelmondes/7389492598/
The User Journey
Core of the Design Wall
They are More than a UX Swimlanes
CC: http://www.flickr.com/photos/andreaziodelmondes/7389492598/
Provides a Different Lens
http://www.flickr.com/photos/lenscrack/4620043564
Tue May 17 2011
Real Estate Agent View
Version: 1.0
Document: Flow DiagramProject: Home Open Assistant
Home Open Assistant
Sign up
Listing
Create
Online
Listing
Get
Photo
Photo
Create
HOAListing
AddPhoto
AddDetails
Create
HORegistry
No.
attendees
Manually
Collect
Attendees
Complete
Enters
Details
Manual
Register
DataEntry
Details
Review
Templates
Review
Registry
Details
Filter &
Send
SMS
SMS
Transmission
Filter &
Send
> 8
< 8
ExportHO
Registry
Connectivity
Delay
CSV FIle
Check
SMS
Credit
Archive
Listing
End
Get
Details
Process Diagrams
Ethnography /Interviews
Persona
Mental Models
User StoriesCollaborative Workshops
Carl, Environmental Mining Consultant Version: 1.0Document: User Journey
Project: DMP Web Usability
Sun Jul 22 2012
Fax
DMP Touchpoints
Phone In Person Post Mail
Print Seminar Web
Emotional Responses
J
a8b
g K A
f
ContentConcerned Happy Enjoying
Upset/Angry Frustrated UnhappyConfused
Getting information with the minimum effort so the maximum value-add can be applied to reports and advice.
Diversify business into other consulting areas both interstate and overseas.
Educated client into the process that DMP is using and manage expectations.
Ensure all DMP advice is from a reliable source and is useful and accurate.
Getting information with the minimum effort so the maximum value-add can be applied to reports and advice.
Diversify business into other consulting areas both interstate and overseas.
Educated client into the process that DMP is using and manage expectations.
Ensure all DMP advice is from a reliable source and is useful and accurate.
Objectives
Tech Literacy Research Skill
Free Time Competition
New Client Research Requirements
Cyclic Process
Conditions Set
Search DMP
K K
Positive
Negative
Neutral
Positive
Negative
Neutral
Web Site Influenced
Web Site Influenced
Search and confirm client details on TENGRAPH, WAMEX
New client, gather background information on client
Gets full story of client details
K
Confirms Client information
Familiarise with new client requirements
J
Browse DMP for new Information from Home page
New Terminology - research beyond DMP if outside personal or company knowledge
Compare to self knowledge,
regularly
Download or read new information from DMP
Further Clarify own and company knowledge
Further clarifyown and company knowledgeSearch DMP site
Nothing unexpected
g
Download, read legislation, reports and policy that is relevant
Can take a while to find
Discuss with team, finalised direction
Consult with client Educate Client on DMP, DEC, EPA requirements.
Develop Submission
KK
TenementSearch
Clarify Condition detail
Appeal Process
Appeals are Exception
Refer to DMPRefer to DECRefer to EPA
Search DMPWith Ref No.
K J
Reference Tenement specific conditions
Download Scope of work, condition briefs
8
Keywords fail or just too much unrelated information
Very cumbersome!
Use Google to find information on DMP
Search DMP for information that is relevent
8
Check DMP process, policy to personal and company knowledge
interpret, summarise, report and educate back to clients
g
@ @
Consult, do studies, research as required.
Education aspect important
As Required
Develop and implement Management Plans as required.
Reference to client Management Process
Mining Occurs
Cross Check with DMP site, and staff
Consult with implementation of closure plans
@
g
Easy to do with Reference
Issue Analysis
Wireframes/Prototypes
Mon Mar 19 2012
Pet Detail -Iphone
Version: 4.0
Document: WireframeProject: PetRescue Redesign
Type: Multiple Width Page
0
320
480
768
640
768800
1024
FOLD
MENUHALF BANNER 234 x 60Parker - small female cross breed dog
Parker was surrendered by her owner as they
no longer able to look after her, she is a very
sweet but very shy girl. She lived with kids all
her life.She is good with other dogs and loves to play
ball.
Located at Parramatta
Report This listing
Medical DetailsNone provided
LocationNew South Wales - North Coast
Fostered by: Joe Blogs Pet Rescuers
Parker's DetailsAdoption fee: $350Desexed: Yes
Age: 2Basic obedience training: Yes
Vaccinated: YesWormed: Yes
Heartworm treated: Yes
Sniff back to Search
Print Parkers Poster
Share Parker
Add to Favourite Pets
ID No: 1234567
Adopt ParkerIf you'd like to consider adopting Parker
please contact
Email : Joe Blogs Pet Rescuers
(Phone First)
Phone: 040152226
What happens when if I Adopt Parker?
Mon Mar 19 2012
Home Alternative Three
Version: 4.0
Document: WireframeProject: PetRescue Redesign
Type: Multiple Width Page
0
320
480
768
640
768800
1024
FOLD
HomeMenu Item
Menu ItemMenu Item
Menu ItemContact
Sign in
Donate
(c) Copyright PetRescue
Home | Menu Item | Menu Item | Menu Item | Menu Item | Volunteer | Contact
BANNER 468 x 60My Favourites
8 dogs, 2 cats to consider
View New Family
View Favourites
Share Page
Rescue Me
...view Sheba
Rescue Sheba Medium female german shepherd
x cattle dog
Sheba is a German Shepherd x
Cattle dog approx. 4 or 5 yo.
Such a lovely girl, she would suit
a mature person who wants an
indoor companion but not a little
dog. She's a handsome dog that
anyone could walk with pride.
Then when you come home
Sheba will be by your side while
you go about your chores or
watch TV. Sheba would suit
someone who enjoys a daily walk
and has some experience with
dogs and is able to tell her 'no'
when necessary, but always
handle her in an gentle and
compassionate manner. A very
loyal girl, all Sheba wants is to be
with you as much as possible.
Subscribe to Listed Pets
1 0 0 1 4 9
Lucky Pets have been rehomed
4,912 Pets Still Awaiting a New Home
Subscribe to our News
Rescue News
...More Rescue News
News story title moderate size.
News story title that is very long and goes on
for a very very very long time and seam to take
over the world in the process. Damnit that is
long.
News story title moderate size.
WIDE SKY
160 x 600
About PetRescue
PetRescue is a not-for-profit organisation that finds new homes for lost and abandoned pets. We believe every
homeless pet deserves the chance to find a new loving family, but with rescue groups across the country
struggling to feed and care for animals, many pets miss out on homes simply because nobody knows they are
available.
Through our rehoming programs, PetRescue makes it easy for potential adopters to find and save a rescue
pet. Our website is the largest online, searchable directory of rescue pets in Australia, making it a hub for
rescue groups, pet lovers and friends like you
Call to Action
Carousel Title
Description for carousel title
1 2 3 4
Pause
Find Pet from
Magazine
Pet ID from Advert:
Find Pet
Rescue a DogRescue a Cat
Cute pic
Rescue a Bird
Advance Rescue Search - for those after something special
Cute pic
Cute pic
User Testing
Consider the Journey
CC: http://www.flickr.com/photos/spelio/7629365742