You might think it’s pretty easy to open your phone and send a friend $50 for dinner the other night. True, but when we break down all the steps it actually takes, it begins to shed light on how we might improve the process. And remember, different platforms do things slightly differently. Transferring money with Venmo is different than with Zelle, even though you’re really just sending some cash.
Most people oversimplify the steps it takes to complete a task. That’s why User Journey Maps and User Task Outlines are so helpful. Here’s a quick animation showing how what you might think is a very simple process could have a lot more steps than you think it does.
This is an interactive casual session intended to facilitate open discussion and collaboration. Expect lots of scribbles, sketches, and notes. Don’t worry. We’ll take photos of anything important and share them with you afterward.
The desired outcome of this session is a clear direction for how the app or service should be designed to create a simple and enjoyable journey for the user in successfully completing the tasks they need to do.
These sessions were incredibly helpful. We found multiple opportunities to improve our user experience just by better understanding the steps people take to get things done using our products.Diane Faust - SVP of Digital Strategy and Technology, Global Hotel Brand