Whether it is for the continuous improvement of your service delivery or the optimization of your digital tools, you must be able to answer the following four questions: who, what, why, and how. You have business needs, and your users have specific needs. By defining the user journey, I suggest you identify the objectives to be achieved in order to effectively align your needs with those of your users.
Usage Scenarios
Use cases feature personas and allow you to target the right objectives to implement optimal solutions for the user journey.
These are short stories in which I describe in detail how users will interact with your digital product (or your organization) within their mental model. This helps adjust processes and define design requirements so that users can achieve their goals.
Journey Mapping
This is a diagram that illustrates all the interactions a user can have with your product or service. I map the typical journey, which represents the user’s current experience with your interface at various stages of their interaction: actions, pain points, obstacles, satisfactions, as well as the level of fluidity, engagement, and goal completion.
This type of mapping allows us to visualize the strengths and weaknesses of the user journey. It also helps identify opportunities for improvement. We can then propose an optimized, seamless, and enhanced user journey to maximize the overall experience.
