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Persona & User Journey in Practice
1. Persona & User Journey
in Practice
Afif Bimantara
www.aveef.net
2. I’m Aveef
I’m a UI/UX Designer who
currently help some startups to
bring their app into reality.
Trace my timeline:
@aveef
Know me more:
linkedin.com/in/aveef
4. A persona is a representation of a type
of customer. Personas answer the
question, “Who are we designing
for?” and they help to align strategy
and goals to specific user groups
https://uxmastery.com/create-ux-personas/
5. A persona is a user archetype you can
use to help guide decisions about
product features, navigation,
interactions, and even visual design.
–Kim Goodwin
https://articles.uie.com/perfecting_personas/
6. YOU ≠ YOUR USER
https://www.nngroup.com/articles/false-consensus/
15. User journeys are the step by step
journey that a user takes to reach their
goal.
User journey mapping is a way to
deconstruct a user’s experience with
a product or service as a series of
steps and themes.
https://medium.com/@harrybr/how-to-run-an-empathy-user-journey-mapping-workshop-813f3737067
16. There are So Many Versions
of User/Customer
Journey Map
https://www.toptal.com/designers/product-design/customer-journey-maps
https://www.uxmatters.com/mt/archives/2011/09/the-value-of-customer-journey-maps-a-ux-designers-personal-journey.php
21. Choose What to Map
Pick The
Journey
Do In-Depth Interview
Prepare The Questions
Breakdown The
Steps
https://www.nngroup.com/articles/customer-journey-mapping/
https://uxmastery.com/how-to-create-a-customer-journey-map/
23. Journey StepsThingstoMap
STEP 1 STEP 2 STEP 3
Doing
Thinking
Feeling
Pain Points
What user’s doing (action) during the step
What user need to do in detail about the step and action
User’s frustation. Something that need better solution.
26. People who love travelling around the
world. A frequent traveller.
People who like to buy something
from abroad by entrust others.
A Traveller
A Buyer/Requester
27. BEFORE THE TRIP DURING THE TRIP AFTER THE TRIP
Journey StepsA Traveller
28. BEFORE THE TRIP
Doing
Thinking
Feeling
Pain Points
Inform Traveling Schedule
Post info and T&C via
traveling app/web or chat
app, inform at social
gathering
Ask items details: name,
detail, price, photo, etc. Via
direct chat or friends
Set up the payment.
50% as upfront or no
need down payment at
all.
Buyer isn’t responsive
to give confirmation,
buyer tend to change
items
Meet The Buyer Confirm The Order
29. DURING THE TRIP AFTER THE TRIP
Doing
Thinking
Feeling
Pain Points
Update The Status
Notify buyer when they’re
OTW, inform current price,
send items photo Offer items that not heavey
& too expensive, send
item’s photo
Offer when desired items unavailable,
item’s price changes, still more space
in luggage
Traveler notify the
buyer that already
come back home & ask
delivery method,
payment, fee.
Difficult to get item
since the limited time
to shopping, Not
responsive buyer
Offer Additional Items Payment & Delivery