Yohlar Power of 3 Bulletin

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User journey maps are useful tools for visualising the experience of anyone interacting with the service you provide. Completing a journey map can help in identifying pain points for users and are a great starting point for innovating your users' experience. A user journey map can also help visualise the ideal experience and create alignment within and across teams to ensure a consistent and high-quality service delivery.

1. List out the steps the user takes in their typical journey, for example, "user arrives at reception"
2. Identify what the user needs are at each step, e.g. "needs a simple check-out experience"
3. Write down the thoughts of the user at each stage, for example, "I want to talk to a person, not an AI bot". Tip: different users will have different thoughts and needs, consider completing a different journey map for different user segments.
4. Decide how satisfied the user would be with their experience at that stage
5. Review your completed journey map. What are the points where the user is dissatisfied? How can you innovate and change those experiences to improve the user's experience through the journey?

HBR IdeaCast Episode 934: How to Solve Tough Problems Better and Faster

A conversation with author and entrepreneur Anne Morriss on two keys to organisational success.

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