The Experience Journey Map helps participants visualize the current process step by step, identifying actions and interactions of key user roles. This exercise highlights the challenges users face and focuses on pain-points, setting the foundation for improvement. By emphasizing challenges over solutions, the map ensures a thorough understanding of the existing user experience.
Let’s summarize what you’ve learned:
- Select an experience to optimize: Choose a process that is broad enough to capture key roles but not so large that it becomes overwhelming to analyze.
- Map user actions: Break down the current user experience step by step, identifying the actions and interactions of each user role.
Define goal and trigger first: When mapping the experience, start by identifying the process goal and the action that triggers the experience.
- Focus on pain-points: Highlight the challenges in the process by marking the steps that are difficult or inefficient.
- Avoid solutions: Keep discussions focused on challenges during the mapping phase, avoiding focusing on premature solution proposals.
- Prioritize key challenges: Vote on the top three pain-points to address, which will guide the rest of the session’s focus.