Design Thinking (Discover) - Journey Mapping

Start the workshop by introducing the concept of journey mapping and its importance in understanding the user experience. Explain that the goal is to identify pain points and opportunities for improvement. Provide examples of successful journey maps and how they have helped businesses. Encourage participants to think from the user's perspective throughout the workshop.

Tips : Engage participants by asking them to share their own experiences as users of products or services.

Outcome : Participants will understand the purpose of journey mapping and its potential benefits.

In this sequence, guide participants to identify the key user personas for the product or service. Explain that personas are fictional characters that represent different types of users. Provide a template or worksheet for participants to fill out with details about each persona, such as demographics, goals, and pain points. Encourage participants to think about the different needs and expectations of each persona.

Tips : Encourage participants to think beyond their own perspective and consider a diverse range of users.

Outcome : Participants will have a clear understanding of the key user personas for the product or service.

In this sequence, guide participants to map out the user journey for each persona identified in the previous sequence. Explain that the user journey is the series of steps or interactions a user goes through when using the product or service. Provide a template or worksheet with a timeline or flowchart for participants to fill out. Encourage participants to include both positive and negative experiences at each step of the journey.

Tips : Remind participants to focus on the user's perspective and emotions at each step of the journey.

Outcome : Participants will have a visual representation of the user journey for each persona, highlighting pain points and opportunities for improvement.

In this sequence, guide participants to identify pain points and opportunities for improvement based on the user journeys mapped in the previous sequence. Encourage participants to discuss and prioritize the pain points and opportunities as a group. Provide sticky notes or a digital tool for participants to write down their ideas. Facilitate a discussion to gather insights and ideas from all participants.

Tips : Encourage participants to think creatively and consider both small and big changes that can enhance the user experience.

Outcome : Participants will have a list of pain points and opportunities for improvement based on the user journeys.

In this sequence, guide participants to prioritize the identified pain points and opportunities for improvement. Facilitate a discussion to determine the most critical issues to address. Encourage participants to think about the feasibility and impact of each action. Provide a prioritization matrix or tool for participants to rank the actions. Once prioritized, facilitate a discussion to plan next steps and assign responsibilities.

Tips : Encourage participants to consider both short-term and long-term actions.

Outcome : Participants will have a prioritized list of actions to address the identified pain points and opportunities for improvement.

Conclude the workshop by summarizing the key insights and actions identified during the workshop. Emphasize the importance of taking action and implementing the identified improvements. Provide participants with a summary document or action plan to take away from the workshop. Encourage participants to continue the journey mapping process and regularly revisit and update the user journeys.

Tips : Highlight the importance of ongoing user research and feedback to continuously improve the user experience.

Outcome : Participants will have a clear understanding of the next steps and a summary document or action plan to guide them.