A User Journey Map is a comprehensive visual artifact that captures the series of interactions a customer has with a business or product. It outlines the entire journey, starting from the initial point of contact, through the process of engagement, and extending into the establishment of a long-term relationship.
This journey is not merely a sequence of actions but a narration of the customer's experience. It highlights their goals, motivations, and feelings at each step, providing valuable insights into their needs and pain points.
The map also illustrates the touchpoints where the customer interacts with the business or product, making it easier to identify areas of friction or opportunities for improvement. By doing so, it helps businesses understand the customer's perspective, enabling them to design or enhance their products and services to better meet the customer's needs.
When creating journey maps for Vital, I wanted to continue down the path of applying visual artefacts and diagrams to my specific user personas. I feel that when these are published in the final brand overview document, it will make the brand seem extremely human-centred in it’s design.
I created two journey maps for each user, one without Vital and one with Vital in their journey. I think this is a smart decision as it shows the positive effects a digital solution to ED will have on the lives of all users of Vital.
GERARD
SIOBHAN
FIONA
