User journey maps

Fish eating each other: image by Rebecca Cottrell

Horizontal axis = time

Time

The horizontal axis has phases, activities, steps

Vertical axis = ?Whatever layers you need

Your journey can be:●as-is●future

Patent application (happy path)

Tax credits user journey

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 ]

Why do you want to come to the UK?

●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 ]

Who owns what?

What user research goes where?● lab research●desk research using forums●Google analytics●guerilla research●other (what?)

Who should watch user research?