To accurately map out this user's behavior while using her iPad on the couch, it's insufficient to consider only a linear perspective. Instead, a comprehensive 360-degree view is necessary, incorporating various factors such as time dynamics, surroundings, potential distractions, movements, demands, obstacles, and possibilities.
Point of Difference
Please see some basic scenarios below
THE 3D / 360 MOVIE
A customer journey isn’t confined to a linear
progression with a flat representation.
PAST / FUTURE
The path you explore must encompass the entirety of the experience.
THE FULL EXPERIENCE
What I depict is a complete cinematic experience, capturing every potential scenario, emotion, and thought in both forward and backward motion, enriched with sound, motion, and spatial effects. This comprehensive approach ensures thorough and concise journey mapping and research.
Contact
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Picture This
They might be seated comfortably on their couch, scrolling through your products on their phone, conducting searches on Google, or stumbling upon one of your advertisements on Instagram.
Ordering a Coffee
before work
Understanding the unconscious thoughts and needs during the purchasing process can provide valuable insights for designing your user experience. It's not merely a straightforward path; rather, it involves a complex journey with various factors to consider.
— Business Objective
Simple scenario,
Ordering a Coffee
Single order
for one person
themselves on the way to work from a mobile phone app.
Why it doesn't work and hasn't taken off. What could we do to make it work and can we.
— Platform
Mobile Phone App
Company/Product
Smooth Operator
Scenario
Time: Morning commute, disembarking from a bus or train, exiting a car park, parking a car, or walking out of an apartment building.
Distractions: Moving vehicles, trains, buses, the need to disembark, the risk of dropping a phone while walking, and similar factors.
Motion: Rushing, perhaps late, walking, stopping at lights.
Space: on a crowded bus, train,
Surroundings: Crowded noisy street.
Visual: traffic, mapping out steps to there office, watching the time on phone, looking at phone.
Subconscious/ Conscious Emotions and Thoughts:
Concerned about punctuality, wondering if I'll have time for coffee, hoping to avoid crowds. Anxiety about missing out, craving coffee to boost positivity and energy after staying up late. Acknowledging a potential addiction and questioning the necessity of spending $6 on coffee.
After a brief examination of this user journey, it's evident that there are numerous obstacles hindering the widespread adoption of coffee ordering applications.
The inconsistency in purchasing behavior and the chaotic nature of the morning commute to the office contribute significantly. Even if potential solutions were explored, such as coffee shops being aware of nearby individuals and sending notifications with their permission to order their usual coffee, human preferences for food and beverages are inherently variable. They may desire a different coffee on any given day or simply be uninterested.
Moreover, the necessity to be physically present in the office further complicates matters. Therefore, the key challenge lies in identifying patterns of consistency amidst this variability.
Solution: The only viable solution might involve having a pre-saved coffee order and calculating its readiness based on the user's commute time, whether by drive or train stop. However, this approach may only be practical for specific customers and on an occasional basis.
To Start I use a Persona Outline to get an idea of the demographics and personality of the user.
— Persona's
Auctioneers Property Managers
Sales Agents Administrators
— Platform
Mobile Phone App
Company/Product
Harcouts
Designing an intranet that they will have benefit from
Persona Auctioneers: Fast talking, always in cars or onsite at the property. Busy day, lots of phone calls.Heavily relying on their assistant to do all the computer work and administration. Being dressed immaculately, clean, positive, success. Needing important documents on a Saturday morning to give the client to secure deals and contracts for sales.
Distractions: Traffic, making sure everything is working like clockwork. Motion: Rushing, driving, stopping, perhaps late, walking, stopping at lights. Space: in a car, on laptop, phone, smaller screens, battery time Surroundings: Confined to a car and and no personal space except there car, running their office out of their car, from phone and on laptop. Reliant on assistant.
Visual: traffic, mapping out steps to there property, watching the time on phone, looking at phone, maps, talking with clients. Unconscious/ Conscious Feelings Thoughts.
Am I in a good mood, will this sell, will I be able to sell this house, how do I sell this property, hope my assistant gets this up online. Got to promote myself Solution: Studying this behavior and the space time and distractions of auctioneers, an intranet for a Auctioneer, we found will only be useful for there assistant, so we heavily worked in conjunction with several of the Auctioneer assistants and directed the user experience for their needs and user journeys for the intranet, based on what they needed to assist the auctioneer. The Auctioneers spent very little time on the computer, and everything was done on the phone. What they needed first for as minimal product was important documents that were easy to find and access, and also a referral form for leads.
So we designed a mobile app with a function for an easy referral to use and one press button that goes straight into an easy to fill out referral form, and also very easy to find and access important documents.