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Creating happy clients and coders with user journey mapping

How user journey mapping supports the web design and build process

Written By:
Paul Wright
Category:
Website Design
  • 29/10/2015
  • 7 Mins to Read
  • By: Paul Wright
  • Share

How do you make a website as useful as possible? A website should guide users to the places they are most likely to need, as well as meeting the goals of the website owner. How this is achieved is down to user journey mapping, a process to lay out the bare bones of a website before any designing or coding happens.

What is a user journey map?

It is a visual representation of what a website, app or piece of software will be, and how it will function for a particular set of visitors. It is vital if you want to produce a website that is user-friendly, functional and comprehensive.
User journey maps are used to try and predict the behaviours of your visitors, which is especially important if you are trying to convert them to purchase or sign up to a service. Long-winded processes can frustrate visitors, causing them to abandon their visit. Similarly, a lack of information can make it hard to build trust in a site, or lead to an increase in customer service enquiries.

For us at Rubber Cheese we use user journeys to help the team and the client build a site that works well, fulfils business goals and allows for growth in the future. We use four building blocks to help us do this:

1. Definition of a user persona
2. Path of the user journey
3. Experiences visitors have at key points of the journey
4. The final outcomes for the visitor and client – purchase, sign up, share etc

Defining user personas

 Let’s talk about user personas! We see them as central to the process, after all what is a website for? It is for people!

A user persona is a way of envisaging the types of visitors you have and attributing characteristics to them. This really helps everyone visualise who they are talking to – everyone from the project manager to the developer.

Ask questions like – what do they like doing? What influences their decision-making? How comfortable are they with technology and the internet? How do you gain their trust?

The next step is giving them a main attribute, and a name. It sounds strange but it works! For example Retired Ruth – she might be less confident with technology than Technological Tim, but has more buying power than Student Sophie.

Golden rules for user mapping

Keep it clear
The function of a user journey map is to visualise what could be a complex process with many variables – so it is really important to keep the layout clear. This will help everybody involved work to a common goal, and also helps senior management to visualise the process and get that all important buy-in.

Separate user personas if needed
Websites don’t just serve one type of person, just as one shop doesn’t serve one kind of customer. Think about the most important personas to you and put them into separate user journeys. This will help you find opportunities and challenges for all of these important visitors.

Highlight weaknesses and potential problems too
A user journey will highlight problems that you may not have seen in the outset, so you need to think rigorously about every scenario that would occur. This will flag up problems that visitors may experience with browsing, entering data, searching, purchasing or sharing.

Think across all devices
As with everything in web development, it is about the multi-device experience. You may find it helpful to map each user persona against each kind of device – phone, tablet, desktop computer – because of the differing functionality they have.

A user journey will highlight problems that you may not have seen in the outset, so you need to think rigorously about every scenario that would occur

Why create a user journey?

Defining the user experience not only helps with the flow of a website but it will also help with the build of the site. By mapping out the scenarios in the beginning you will reduce the amount of changes and workarounds during the build. This helps with lead times and user testing, which is obviously beneficial to budgets!

Maps help designers, developments and content writers to understand the website – how it is structured and what the interface will be like. It could even help with tone of voice, as defining a user persona will help you tailor your copy.

The main aim and benefit; to find gaps and weaknesses in the journey, and find ways of enhancing the experience before any lines of code are written.

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