A User Journey Mapping

After some weeks of my designing, I have currently learned about the user journey map and decided to make a user journey map taking me as a user. This will make me understand how the user journey is and how the user experiences the journey while reaching its end goal.

Why User Journey Mapping?

User journey mapping is used to map a customers journey and reveal experiences involved and discover problems or pain points and improve on them according to customers expectations.

Let’s start with my user journey map — I need to buy a grid notebook for designing.

This is my visual representation of my phases of the journey and focused on experiences and interaction in the whole process.

I will take you step by step in my journey to buy a grid notebook.

Phase 1

Discover:

At first, to buy a grid notebook, I searched on google and following different links. Then I decided to search on amazon to see if I can find the book according to my expectations but there were too many options and was confused at that time.

Touchpoints: Phone, Google search, Amazon

Emotion: 😊

Experience: I was ready to buy the grid notebook and was excited about using it.

Phase 2

Walking to the shop:

After searching I decided to go to the nearby shop and as I started walking towards the shop 1 it was closed and then I went to the shop 2 and asked over there about it.

Touchpoints: None

Emotions: 😐

Experience: There was a shop nearby my house so I decided to explore there and was curious if I could get the book over there.

Phase 3

Offline Exploration:

As I reached the shop1 it was closed so there were no touchpoints so then I decided to go to the second shop and interacted with the shopkeeper to ask about the grid notebook.

Touchpoints: Shop 2, Shopkeeper

Emotions: 🙁

Experience: The first shop which I went was closed and after that I went to the second shop where I asked shopkeeper but he was unaware of that book and then he denied of having the book.

Phase 4

Online Exploration:

I came back home and then started to watch YouTube videos and I came across a YouTuber “Shantanu Kumar” and watched his video and inspired by the grid book he was using and got a link to buy that book in his description.

Touchpoints: YouTube, Link in channel description, Amazon, Phone

Emotions: 😊

Experience: After coming home with a frowned face I started searching on YouTube and got influenced by a youtuber and was ready to order the same book he used.

Phase 5

Order Placement:

After clicking on the link in the description I was landed directly to my amazon app and added the item to my cart and went further to select my address.

Touchpoints: Phone, Amazon

Emotions: 🤗

Experience: I was very excited to add the item to the cart and was ready to buy this book ASAP.

Phase 6

Confirm Order:

After adding the item to the cart and selecting address I then moved to the payment option where I selected the option for Cash on delivery and confirmed the order.

Touchpoints: Phone, Amazon

Emotions: 😊

Experience: After adding item to the cart and went to the payment option and was ready to confirm the order and was happy.

Phase 7

Delivery:

As I confirmed my order, after 3 days the delivery man delivers the product at my house and then went forward with the cash towards him but he denied and insisted of paying in UPI.

Touchpoints: Delivery man, Google pay, Package, Phone

Emotions: 😐

Experience: The delivery man is arrived after 3 days at my doorstep with my package and as I remember selecting Cash on Delivery as payment method on amazon but here delivery man insisted me to do a UPI payment.

Phase 8

Feedback:

I received the product from delivery man and then done with unboxing and checked the quality of the book and and tried to draw something on it randomly.

Touchpoints: Package, Grid Notebook, Pencil

Emotions: 🤗

Experience: After unboxing I was very excited to check out the grid notebook and it was as expected according to my expectations.

End

This where I would like to end my journey because it has reached to my goal and fulfilled my expectations. This was a great experience in understanding a user experience in a journey and make improvements according to the users. By understanding the user journey and mapping the journey helps us to provide solutions to user’s pain points and deliver better experience.