concon manchester: mapping user journeys
TRANSCRIPT
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User journey maps
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Fish eating each other: image by Rebecca Cottrell
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Horizontal axis = time
Time
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The horizontal axis has phases, activities, steps
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Vertical axis = ?Whatever layers you need
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Your journey can be:●as-is●future
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Patent application (happy path)
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Tax credits user journey
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Activity:●in groups●map out the hypothetical, as-is user journey for someone who wants to visit the UK, and needs a visa
[ 20 mins ]
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Why do you want to come to the UK?
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●What questions do they have?●What do they need to do?●What do they need to know?●How long does it take?●What exists on GOV.UK now?●What information is not on GOV.UK?●How do different bits of the journey make them feel?
[ 20 mins ]
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Who owns what?
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What user research goes where?● lab research●desk research using forums●Google analytics●guerilla research●other (what?)
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Who should watch user research?
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