User Journeys - Collecting stories








Gathering data from User Research.
Example Task: Nomination Process.
Thinking, feeling and actions related to nominate a colleague for an award. I use the User Journey to ask interviewees how do they feel or think while they are performing a particular task in a period of time. My materials always include a template with empty spaces and some text that works as a guidance for the myself (the interviewer). This template is organized in a way that I can cover the THINKING, FEELING and all the ACTIONS related to this particular task.



In this example, the topic was: HOW USERS FEEL WHEN THEY NOMINATE COLLEGUES FOR AN AWARD.

During this research, I found emoticons were fantastic to help people to express some feelings which are difficult to express or describe by themselves. Emoticons really help interviewees in this process and also it’s easy for the team to visualise the data gathered from the interview.

This is an excellent tool to show graphically the differences between people’s experiences and it’s great for populate the future mapping experience on a wall. Before to start carry on the User Journey with the interviewee, I have to make sure that the template is flexible enough for new findings. Surprises are the core of the User Research, so I have to be sure of covering them.

For that reason, I always test my User Journeys internally before I go to interview a customer. Another related article I wrote some time ago also talks about the same topic. Please read "Telling and listening just the story".

Here is how I contact people and which tool I normally use in order to carry on a remotely interview.

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