UX Research: Journey Maps

Journey Maps

I have created and owned every journey for every product design I worked on. These are based on countless hours of research and data. These journeys form the baseline to any designs I create.


 

Below are Journey map examples I created with ZOLL Data, Johns Manville, Willis Towers Watson and Level 3 - all very different industries and levels of CX & UX maturity.

  • ZOLL Data Systems, an EMS Healthcare software company, the team needed to understand when and how technology came into the lives of EMS users like Paramedics and Firefighters and how critical good experiences were.

  • At Johns Manville, a manufacturing company with 160 years in business, it was their first start at journeys and establishing personas for their five business units.

  • Willis Towers Watson, a human capital company, was in the stages of defining their basic personas and had no journeys defined before I joined the team. I created their Talent Management Journeys to encompass all systems and target personas in the Talent Management area.

  • Level 3 Communications was a company focused on high speed data transfer and storage in the telecommunications industry. Journeys were established for the Customer Portal to highlight how it was used in different areas of the system that touched very different products and personas types.

ZOLL Data Paramedic & EMT Journey - Medical Call

First draft of the Roofing Contractor experience journey with Johns Manville

The Process

The journeys below took many hours of research of the customer and use of the systems they touched. This meant not only customer interviews and formal feedback, but internal stakeholder interviews and workshops. Additional personal study went into each field of industry with many hours of Gartner, Forrester and comprehensive textbooks and white papers that went into the building of each of these journeys.

contractor_journey_092418.png

A working journey for the Roofing Contractor that broke out the journey into defined phases that helped work groups focus on key areas.

Johns Manville

The Roofing Contractor Journey was the first of its kind at Johns Manville. With many different operational groups touching the customer, there was not one agreed upon single experience for the Contractor for business groups. By building out this journey, groups were able to learn, contribute and act on the opportunities presented.

CompensationPlanning_Journeymap_122716.png

The Compensation Planning journey from Willis Towers Watson that encompassed 3 persona experiences that were inter dependent of each others actions.

Willis Towers Watson

Mapping out the experiences with personas who worked on the Talent Management System we were building was essential in understanding how to create a great user experience. There were many touch points and flows to track in order to understand the data dependencies within the system. This journey put into perspective all the different moving parts that were needed in the system and made design goals clear for UX, development and Product.

PROPOSED ZOLL MOBILE USER EXPERIENCE

iOS mobile experience and user journey touch points - Mobile Governance artifact (early draft)

Mobile_UX_030420.png
 

ZOLL’s Mobile Personas Chart

Overall ZOLL User Journey.png

Overall ZOLL Data Systems Journey with how the products fit into the EMS Experience