Storyboards

• Existing experience (for define phase)

• Planned experience

 

What to include:

The user

The goal

The pains and blockers

The location

Supporting roles (people who may influence or interact with the hero)

 

Steps:

Broad Stokes

• Beginning/challenge/end

Fill in the Blanks

• Put enough steps (Decision making)

Critique

• Find out moments in the story that is lack of clear motivation

 

The product we create

• Low fidelity storyboard, can easily be manipulated

• Simple, fast visual, but complete story

• ​

 

Customer Journey Maps

Diagram shows the key stages of the user’s behavior during each of the stages while completing the task. 

 

What should be included:

Capture and categorize: Shows their feeling, and the channels they use at each stage

Align: easy to share research and align team members about current situation

Opportunity Identification: identity where the users are poorly served, providing the opportunities for improvements

Prototype tool: create a map and look for gaps in the experience within the team and through customer feedback

 

How: Using the Simple Product Model

Awareness: user is aware of the existence of the product

Consideration: put user in the market with potential solutions

Validation: further validation to feel secure about the choice (in reality, coming from the form of social support)

Acquire: the process to go through to get a thing (UX team help business reduce dropout during the check out phase)

Use: easy and enjoyable to use 

Support: how to deal with users when something goes wrong

 Advocate: customer advocacy, word of mouth (user becomes the advocators of the product)

 

Work out who are the people involved in the journey 

 

Emotional Journey