S6 user journeys
1
LEGEND BEFOREHAND AFTER USE USING THE SERVICE SERVICE PROVISION USERS NEED ACTIVITIES What does the user want? What does the user do? TOUCH POINT ANSWERS How does the user come in contact with the service? How are the demands of the user answered? (What does the employee do? What does the website do? Etc.) STEPS Notice, understand, be triggered. Decide to use, first use, further use, help with problems. Building relationships, stimulating re-use, end of use. Colour code and name of persona. Go through the “journey” for each of your personas. Indicate this with a colour line that connects the touch points that your persona uses.
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Transcript of S6 user journeys
LEGEND
BEFOREHAND AFTER USEUSING THE SERVICE
SERV
ICE
PRO
VISI
ON
USE
RS
NEED
ACTIVITIES
What doesthe user want?
What doesthe user do?
TOUCH POINT
ANSWERS
How does the usercome in contact
with the service?
How are the demandsof the user answered?
(What does theemployee do?What does the
website do? Etc.)
STEPS Notice, understand, be triggered. Decide to use, first use, further use, help with problems. Building relationships, stimulating re-use, end of use.
Colour code and name of persona. Go through the “journey” for each of your personas. Indicate this with a colour line that connects the touch points that your persona uses.
