A user journey is a map of each click and action a website user performs (or can perform) on a website. In other words, a user journey can show the path a user took (or will take) to get somewhere or do something on a website.
Why map out user journeys?
Mapping user journeys is especially useful when designing a website because they show how potential users might use the site over time.
There are many reasons to map out user journeys including:
- They help us understand how our users will interact with the site and perform certain tasks
- They can be used to define the functionality of the new site
- They can be used to communicate the vision for a project and help ensure everyone from web designers to our board of trustees are on the same page
User journey workshops
Earlier this year, we ran a series of workshops with members, taking them through plausible scenarios they might face, and asked them to help us draw a picture of their ideal experience.
Why we need user journey workshops
Our current website looks and feels out of date, and we’ve known for some time that a lot of our users aren’t getting what they need from the site.
We’ve found that our site is confusing to use. It doesn’t adapt well to mobile or tablet use, and it’s not offering the support that our members need.
The most common complaints we’ve received are:
- The site’s not mobile friendly
- It’s confusing and difficult to navigate
- Important information is hard, if not impossible, to find
How user journeys will help us to fix those problems
User journeys are incredibly useful to help us understand how people will use our website. During the workshops, we drew several different journeys that will help us design and build our new site.
User Journey workshops
When we began the process of updating the site, we ran four full-day workshops with member volunteers and key RCSLT staff. During the workshops, we took the participants through plausible scenarios they might face and asked them to help us draw a picture of their ideal experience.
We drew the journeys multiple times to look for patterns and identify how the RCSLT can provide the most value and support for members.
The scenarios were drafted with the help of Friday, our digital partner and then adapted by service users live in session to ensure we were looking at the right areas to maximise the benefit of the workshops.