By understanding your user’s needs, motivations and behaviours, combined with your business goals, you can start to map out their journey from A to B.
How a user journey should look is completely up to you and how you think you can best portray the story to your audience.
How to make a start
Here are some questions that help me set up the foundation for a user journey:
- What are the personas that you want to build your user journey around?
- What do we know about our users? Start thinking about what your user research tells you.
- What are the business goals and objectives? What is the ideal destination that the business would like their users to reach?
- What are your users’ needs, motivations, and behaviours that will help or challenge them in their journey?
- What are the touchpoints, content, information, people, and resources that will be available to them along the way?
- What emotions will they be feeling at particular parts of their journey and how can we help during these points?
If you are collaborating with a team, you might like to start it off with a whiteboarding session. If you are facilitating the whiteboarding session try to steer your teams focus to the questions above. Also, providing the stages of the journey can help guide the team in noting touchpoints.