Drawing User Journey Maps to Design User Experiences, Gather Ideas, and Collaborate | Rob Stenzinger | Skillshare

Drawing User Journey Maps to Design User Experiences, Gather Ideas, and Collaborate

Rob Stenzinger, Interactive Storyteller, UX, Game Design

Drawing User Journey Maps to Design User Experiences, Gather Ideas, and Collaborate

Rob Stenzinger, Interactive Storyteller, UX, Game Design

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9 Lessons (47m)
    • 1. Introduction

    • 2. When it's Time to Map

    • 3. Tools for Mapping

    • 4. Journey Map Project: Overview

    • 5. Project Step 1: Setting a Goal

    • 6. Project Steps 2 and 3: the User and their Journey

    • 7. Project Step 4: Adding Wider Perspective

    • 8. Project Step 5: Learning and Deciding

    • 9. Conclusion: Reflection and What's Next

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About This Class

User journey mapping and layering a wider context of ideas is useful in so many situations from starting a project to digging deeper on ways to make it better.

  • Help your design process by unpacking your ideas, questions, and findings into a flow of steps all about understanding your user experience.

Throughout this class I’ll teach you to:

  • Put yourself in your user’s point of view and organize your ideas using a sequence of steps which becomes a journey.
  • Gather a wider context for ideas, gather and unpack ones you already have using specific framing and questions.
  • Use mapping to explore what may be most useful to focus next on a project.
  • Some examples discussed for creating journey maps, whether you’re planning:
    • A website update
    • A complex service involving different customers, teams, and applications
    • Or you’re hosting a gathering that you’d like to think through thoroughly

This class is for:

  • People early in their practice, learning the tools of UX and service design.
  • People looking to collaborate on the ideas and establish enough consensus before building something.
  • Anyone curious about the tool of Journey Mapping, looking for ideas on how to prepare a journey map for a team or solo project.


Meet Your Teacher

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Rob Stenzinger

Interactive Storyteller, UX, Game Design



Hello everyone! I'm Rob Stenzinger, professional coach, UX designer, researcher, and I also make games, comics, and podcasts. One of my favorite things is to make something then share how I did it.


User Experience, Research, and Collaboration

I've been working as a UX designer, researcher, strategist, and facilitator for over 10 years in companies and communities of all sizes. I have a passion both for focusing on the user and for sharing, teaching, and building collaborative teams.


Game Design, Code, and Art

Making video games brings together so many of my interests. These are the games I've published so far:

Guitar Fretter: is a puzzle-action game for iOS and Android, Windows, a... See full profile

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1. Introduction: the thinking tools of user experience are available to everyone with pen, paper and a problem to solve. Yet we find ourselves in situations where these tools aren't always immediately accessible . Perhaps it's tough to choose which one to start with. Ideally, we'd have meetings where it's easy to combine ideas from a variety of disciplines, including your users and your business collaborators and the folks who make the things that you make. This class is here to help you with one UX tool in particular that's good at doing just that journey mapping. So journey Mapping can help you do a variety of things like organize your thoughts, a story with flow and structure. Once you have that, you can add more layers to it to get a wider perspective based on everyone that you're working with and who you're making it for throughout this class, I'll teach you to generate and gather your ideas in a structure that is the journeyman. This class is for anyone interested in this tool and idea of journey mapping user experiences. It's great for people looking to collaborate, discovering and launching a project. It's also great as a place to start for people earlier in their practice, getting a handle on the tools of user experience, and you can use journey mapping to figure out all kinds of things and help plan projects that range from maybe you're updating your website or your portfolio. Or perhaps you have big party that you're planning, and you would like to think it through thoroughly from the perspective of your guests. Maybe you're planning a new update to, AH, complex service that involves various audiences and many stakeholders with various applications and things that encounter that the your users encounter Journey Mapping is here to help with all of those things. This class is here to help you get started. We have an approachable practice class project that is creating a journey map, and there's of course, tips and ideas and food for thought along the way so you can make journey mapping work for you. I'm Rob Sten Zinger, a user experience designer I've been practicing for over 15 years now. I got my start in a very hands on self taught way, and what brought me into the human centered design toolbox and discovering things like journey, mapping and research of personas. All that was I was making games and there was making websites in the early days of the Web and there was just something missing. Like to make things better, to have things make sense. Putting myself in to the perspective into the shoes of my users made everything make more sense. It help me help my teams make better things. I would like to share that kind of benefit with you to encourage people of all backgrounds to use the tools of user experience in human centered design. Drawing a user journey. I hope you'll join this class and have fun practicing drawing journey maps with me. 2. When it's Time to Map: okay, Getting started. When would you want to use journey? Mapping? Well, any time you're starting a project, whether that is something that's brand new, it doesn't exist or you're adding to something that that exists. You're improving it Somehow. In any case, you have a goal in mind. There is a intention about what? Why you're going about this thing. And here you are. You're in a situation where you need to plan, but you don't want to just jump in immediately. You want to gather enough perspective to be confident about what you're doing. Mapping helps you investigate a goal and see this goal in a wider context. Mapping a journey is different than gathering the requirements. So this could be a requirement host a board game gathering. Then I would say it's a matter of just breaking this big problem down into smaller problems to do list, right? Is it Is it done? What needs to do? What? What needs to be done to do? Is there a note about it? Cost time? Well, you can face the problem like that and break this thing down into smaller things, and in a way, mapping a journey does help accomplished that same thing. I would say it prepares you to be mawr, ready to thoughtfully break down what you're trying to work on because you know more about why and you know more about who and the needs and the shared intentions and concerns of everyone involved. So instead of going straight from a goal and then jumping to planning, Mapping says, Let's take a moment and think about this from a few different perspectives and gain a wider context through that wider context, we should be able to make better decisions. Here we are with this Venn diagram of three different perspectives that help create a wider , well informed context for making anything and journey mapping helps you prepare in this way . This isn't the journey map, but this this. These are sort of perspectives that you'll put into your journeyman where, of course, you have your audience, the people that you're serving, your users, your customers, um, that is critical to involve them and then involving the people who are funding or the organization the theme Breglio that you're working under. That's that's the business finance We have the bakers, the engineers, artists, whoever is, is creating the thing and putting it into the world. This is this is that so? The audience. They don't necessarily show up and then have a meeting because what happens here is the audience is represented by design. So that's your role is to be their voice. Your role is to be their voice and to combine the other voices and to be a place where you can try to arrive in the middle. Where you have this informed, strengthened idea doesn't make sense for organization. Can we support and fund and profit from this? Do we do we achieve our goals for why our organization exists through this project? And then is this project serving its audience and doing good for them and not harming them and involving them So they're represented and included, and it is usable, useful and maybe even desirable. Where I learned this from Ideo has published this, uh, this model called. They just call it human centered design. Each CD very handy Boston Resource, and they call this desire, ability, viability and feasibility. So feasibility related to the creation of it. Can we make it? Will it work? Are are there any risks or concerns. Are we ready to do this and that kind of thing? It's It's this practical maker perspective. The business again is the financial perspective and the fitting with the business model and purpose perspective. And then the design or the desire ability is saying that if we include our audience that we think of them as we make this and are holding ourselves accountable to be, like, really clear, we are understanding them and representing them, including them, Or are we imposing something on this audience? And that means we may have something that isn't well met. Let's let's avoid that. Let's make something that is a positive experience for For them, that's really important. And so, as as a designer, researcher, facilitator or someone just wearing that hat, that's the job of the designers to make sure this audience is very well represented and then, including the perspectives of everyone else involved. This Venn diagram I find very helpful to to think well, are we Are we including enough perspectives to feel confident in what we're proceeding with ? As as our shared intention? Who gets to design this journey? I would say that you do, and because anyone can use the thinking tools of user experience. The tools of user experience come from lots of other disciplines. Everyone's welcome. So you get to designed the journey by choosing to be a sort of catalyst for collaboration, your listening and combining perspectives. That's the work of assembling the journey, understanding the audience and then representing it as far as what happens for them. From their perspective, that's that's the journey. And if you're doing that, then whoever gets who gets the design it is who is participating so jargon and style user experience design UX often as it's referred to, is a multi disciplined thing that is an applied research and design practice that's been formed and grown through industry. Need Borrowing from all sorts of different in this industry and academic practice is it stands on the shoulders of psychology, industrial design, Anthropologie, among others. All fields of study build languages as they solve problems, and that represents their expertise and their informed perspective in it. And it can be handy to dig deeper into problems, so it may not seem friendly or apparent, as's faras what these words mean Two new people who are coming into the space so jargon can can include. And you can feel knowledgeable that you're using terms like user experience and a journey and mapping and other things that will come up. But then it can have the effect of excluding. I will do my best in this class to use as little jargon as I can and be thoughtful about it . When it does come, Please do comment post and ask questions if something becomes unclear or isn't approachable due to its unfamiliar language. So getting started with Journey mapping recovered that we're setting an intention that this is more than acting on a plan based on an intention. It's more than requirements. It's digging deeper, and, uh, it's user focused. And it's It's including a wider context with business engineering and your users and design and finding a way to unite those voices. And as far as who gets do that, who's willing to do that? Listening and collaborating and making a safe space to move ahead with a clear enough idea of a journey map? Next, we're going to go into the tools that you can use to make a journey map, and then we'll have a focus on the natural media stuff, like using pen and something to draw 3. Tools for Mapping: tools and materials. You have a variety of options for mapping flows and journeys. Remember, you are working with ideas and use any tools that make sense to you. Whatever you use, it needs to be able to take notes, and you need to be able to be able to arrange notes, and you need to be able to add or annotate to those notes. Use what makes sense to you. Why natural media For this class, it's hard to break. It doesn't crash. You don't have to recharge it. It's very durable and stable in a variety of ways. Doesn't really come out in the laundry. Typically, if you're using pen and paper, but it's pretty durable. It's accessible for a wide audience. There are some cases where digital tools will beam or excessive. A Sfar is literally using different methods of input for including different abilities and what not. You're going to find greater accessibility likely through digital. Let's go through a list of natural media options to you and some tradeoffs. Natural media dry erase board. Great. If it's available, it can be big and bulky. It's not very portable, something to keep in mind. It's nice to have different purposes for different colors. Sticky notes helpful in a variety of situations. It's It's easy to also be vertical and broadcast to a room and what not create a a way for many people to participate with ideas that air easily self contained in a small space limitation is fantastic for creative endeavors of all sorts. And the focusing ability of the regular size sticky note is wonderful. There's a good reason why oftentimes, designers have, um, some kind of strong feelings about these notes because they are so prevalent and useful and used. Your mileage will vary as far as investment, and if you feel they are affordable and reasonable for you, carry a little kit of sticky notes and markers with me and couple highlighters and some from dots for voting. I know that there's a lot of a lot of, ah, a lot of these tools can have a divisiveness and want to, especially if you're in a team. You're in a company where they've been used a lot, then the people can associate experiences. If the collaborations have gone well or poorly and symbolize that in these tools overall, if you practice, it's an inviting, curious, playful facilitation style. They I find them pretty well met, even even in an audience that may be a little bit tired of. I find it really handy, too. Just carry a little tool kit around where I can do this kind of facilitation. Just about anywhere easily fits in my backpack. Pen and paper. Very handy, reliable. You can have paper in the form of note cards. Writing utensils of of all kinds are commonly available. Pen and paper is going to be a strong way to work with your ideas. It's common. It's portable, great for affordability. It has a little bit of a negative in that how flexibly sized paper can be paper can be, um, less of a design constraint, which is a mixed bag when you're trying to quickly capture ideas, and so you could go too far or be daunted by the big blankness of a page so not always approachable yet affordable, widely available. It's great to pair with Blue Painter's tape. Whether you're using printer paper. No cards would have you any paper that's available. Blue Painter's tape helps you go vertical and get more people seeing and participating in a thing that maybe a table would would create. Limitations for smartphone. Smartphone is handy in all cases because once you have captured your collaboration or you're working even in a solo session and you're integrating research and notes from other places, the smartphones going to help you document and share one tipper idea. When you're exporting images from your journey, mapping and collaborative sessions via smartphone, be sure to export it with a useful name. Because even if you save these kind of pictures in something like Evernote, some tools like that will do some handwriting recognition. It will not be is good or accurate, as if you named it right then in their name, your file in any way that will help you remember and help your collaborators identify the purpose on the context surrounding this meant that you've documented captured like so dry erase board or collaboration board, hyphen, project name, hyphen, project phase hyphen. Something about the session hyphen. Other notes you have go as deep as you can. I want to or care to, because you'll be able to find the file later. As I mentioned, any tool that can diagram will work so digital tools are fantastic. Of course, their challenges are when you're collaborating in a space, and they can create barriers for everyone who wishes to participate and to unlock their ideas and get their collaboration. If this works for your team, if this is a solo project, digital tools totally work. You've got your traditional design tools, like actual or balsamic mind mapping tools air fantastic text files. That can work, too, just putting text in space with tabs and spaces. That's fine. Using a spreadsheet using any A any application that could do flow on diagramming from like desktop publishing to physio or on a gravel. All work totally awesome. Just not the focus as faras the examples in this class. Yet, if that's how you wish to build your project in the class totally cool, use the tools that work for you. What's most important is that we're working with ideas you need to be able to take notes, arrange notes and then add to those notes. Whatever tool you wish to use to convey that is totally welcome. So next let's do this project. We will step by step, make a journeyman and by all means at any point If you have no what you've been taking or you want to share some diagrams and doodles feel free love to see your work as we work along. 4. Journey Map Project: Overview: here we go with our class project to create a user journey map. Here's a quick overview of what we're about to do in the project steps. First, we need to pick a goal or problem. The goal or problem is something that we want to investigate is the basis of getting started. It's the It could be responding to something that you know is happening. But you want to dig deeper. For instance, Why are people enjoying your product this month? Why is there a issue going on for people quitting your service or something, right? That's there's there's a need to investigate or to think Well, we have an idea of how we can improve what we're offering, and we're thinking of this general thing now. Let's put ourselves in the shoes of our users to dig deeper and explore. But there's a reason t dig and there's it's It's the context. It's the intention that you have to start out something you're going to discover more about . Chances are number one comes from number two, right? The understand your user there, the big reason why you're here. But in this situation, we're starting with a specific thing to investigate. And then now let's elaborate on who were here trying to serve. So we know why we're here. We know who we're trying to serve. We put ourselves in their shoes to understand what happens in the beginning, in the middle, after there they're in contact with with our product or tool or service. What happened? So we map the user journey, add observations. That's part for now, from the perspective of your business, your organization of right, the people who are making stuff. Maybe the engineers are artists. And then perhaps then, of course, the users themselves right. Where, Where, where do we know where things are working and have a ups or downs or have questions or challenges, or what have you about each of those steps of the journey? Now Part five. We have the ability to build even further off of what we've learned so far. What have we learned? What what new insights or observations do we have based on the problem that we chose who were here, too? Really study and understand and serve. And then what are the experiencing? How could we improve or adjust what we're doing now? We've made some meaning with this map. What will we do about it? Where does it make sense to go next? This is about learning and deciding. And it'll very what this looks like based on the team. Are are you again? Is this a solo project? Are you working with the group? And here's where the collaborators and whatever methods you used to decide are you Are you voting? Are you prioritising? What have you Something should rise up as faras What's what could be done next? 5. Project Step 1: Setting a Goal: here. We aren't step one of creating the map. What brings us here? What's our goal? What's our intention? What are we trying to solve for or what starts our investigation? We may not know what we're going to learn through the exploration of creating this map and going through what we learned, but there's a reason why we're starting to learn. So part one. What gold problem are need? Are we here to explore what we want to investigate and why this could be a part of a non going process of improvement. Maybe you update your portfolio every year, and it's time to come up with new reasons and focus. To make make changes. You want to gather some insights and gain some evidence to, you know, to know what you're doing next for why some examples of questions that might instigate this some questions that you may have that start your investigation. For example, Maybe you're doing enough update to a long term project, and it's time to to dig in and choose. Where is it most important to focus your effort? What makes sense so you can use a journey to help that learning process so Maybe you have a question like, What is it like for a user to come visit? Maybe your portfolio. If this is a solo project or what is it like for a new person to be starting on your team? What's that journey like? What is it like for, um, guest for your board gaming party that you're planning? You might be mapping the journey of someone who is in the process of using all sorts of tools and services to go shopping, supporting a product. Maybe someone needs to get drivers for a thing that you made or did that your team made or they have other questions or needs to address. A journey can help you dig into that and investing. So now that you have a goal, here's an example. One. So what is it like for a user to service this product or get this helper out? That they can get more use out of this product? Well, my journey has a framing there, our moments in time. It's not just about the goal, and then one action happened to get to that goal. If we explore the steps and have a chance to make more observations. More moments. As far as the progression of going from start to finish, we can. We can get more insights by making more observations. So then have a journey that is, at the very least in three stages. A start, middle and finish. But then again, what if it was a little bit more? What if you had the context of before? And then maybe there's more steps between the start of the middle and the more steps between the finish and maybe after the finish, there's an and then what? Creaming the journey in these stages of time will help us out. And we've got a goal. We've got a framing. So now we've checked off step one for creating our journey. 6. Project Steps 2 and 3: the User and their Journey: So who are you? All right, part two. Creating a user journey map. Now we've got a goal and we've got a framing. So I updated the goal. It says, What is it like for our user to maintain our product or add on to it with the things that we offer? And this is the situation where maybe we we have support calls or questions or some interactions on social networks, where we've got some feedback that this is something we need to investigate? So how do we investigate it? What we put ourselves into the experience of our users? That's what step two is about is, let's understand the user. So who is the person in this situation here? We have customizing Carla. So this is a person with some behaviours. It is a placeholder person. Ideally, we've based this off of prior research. We understand that this kind of person exists, or it's a placeholder, that we're going to use this as an assumption to move forward and design something that we can then test the idea. So we have a complete enough idea to see how. How does this meet our audience? But either way, here's this. This this person that's gonna be going on the journey is custom. I customizing Carla. So Carl is interested in digging deeper into this APP. Wants to customize it and find ways to solve new problems or be more expressive and is ready to to dig in. Um, starts out before there was a time when she wasn't aware that it was possible that this have had extensions. But then one day of a dialogue pops up and says, Basically, it's a little mini ad that says, Hey, there's add ons available. Um, that leaves Carla looking for where to get those add ons because maybe this didn't have a built in way to do that. T jump right in and with some effort. Let's let's say Karla does find those add ons and sees like there's ah, there's an APP extensions menu item. But then in the middle is also discovering that the ones that she was hoping would be there in this app. In this extensions marketplace, they aren't available. So thankfully, there was one on sale and she ends up picking that as a compromise. And then let's say there's nothing really there built in. She would perhaps just eventually move on. So eventually she moves on to another app that supports the things she's interested in creating. This is the basic journey. This is one basic journey, so there could be mawr users, And that's going to be that this will depend on the kind of the kind of experience you're analyzing. Is it? Um, if it's the your hosting the board gaming party, then are you? Are you inviting people of different ages and different backgrounds and interests? So how do you want to? How do you want to deal with that with your party? Will that be about steaming it and having some some requirements ahead of time? Do you have a dress code? What have you? I don't know. It's your party. So why do something that's like before they start? How could you be before they started? And chicken and egg and all that? Well, there's a context that someone's always in before they know you before they've met your product or before they've seen your portfolio, and there's something in the before time that brings them into the connection time. So then, however, you want to label that these labels and stages are all up to you as well, fairly reusable ones that we have here before. Then start middle, complete and after. But really whatever makes sense for you as faras the that progression of stages. But it's really a time series, and so here we have a time series of steps for Carla, but then we could add more. And instead of adding another user, we're gonna move on to the next step, which is adding a wider perspective to the journey. 7. Project Step 4: Adding Wider Perspective: here we are in the midst of the project, creating a user journey map at part for adding a wider context by delving into asking questions and observations from at least three different points of view. We have your users. How might things be going well or could be better? You have your business. What could be going well are going better from from that perspective and also engineering or makers artists right, that that perspective too. So those three perspectives in that Venn diagram we explored earlier business design and engineering essentially so from a business call perspective, maybe having a dialogue pop up for this for this user isn't the best way to go about it. What if there were a message somewhere else in this whole system? How else could that happen? And so the business might say, we want to communicate better. We want to come up with new new methods of communicating and now design representing, representing that user audience can help with Well, in what ways are what ways air harmonious or meet our user where they're at and do they do they opt into? Is it notifications? Is it badging like when you add that little icon to the corner of a nap that has a number that may go up or down. Um, maybe it's neither, but the designers can come up with a way that helps accomplish that goal and doesn't hurt the audience. So these maybe more questions than answers. You may not know exactly what to do, but you may know where to start exploring to investigate, where to go next. From an engineering perspective, there may be costs associated from different types of message, and there may be the development of a new feature effort. It might be low, but it's something. So that's something that the engineering perspective can take note of. Sometimes ideas will come up, and then engineer can present that as a potential risk where maybe badges or notifications or some other mechanism that's being talked about in the project isn't available in the current tools that were used to build this thing, and that applies for physical products, digital products and what have you then engineering is, is here and involved, too. Bring that context toe light and say, Hey oh, there's a risk here. What do we do about that? Mapping is a collaborative tool. It's about trying to find a successful way forward from the perspectives of engineering. Can we build? It is It's a portable and then finance and business of Is there a a healthy model in this that works for what we're trying to accomplish, more organization, and then in design is does this represent who were trying to serve in our and audience? And are we meeting them where they're at? And are we doing this in the ways that are healthy for them? So again, in this part, four were adding that wider perspective, business design and engineering. And we're doing that His observations on each step along the way it's not mandatory. Maybe some observations fit in different places or not. It's about creating the space to bring these different perspectives together. And so this is what you would do to continue on making additional observations. From each perspective, you could be asking the same questions. What's going well, what could be better? Where do we want to go next and why? So here we have a few more observations and questions based on the different parts of the journey for Carla, what she experienced and then the perspectives of business design and engineering. So we started out with maybe figuring out new ways to communicate and message and connect with the Karla early on. But then maybe there's other issues as well like. So as far as finding an extension, how do we make that more possible? How is it? How could we make it easier to fund? But then, from a design perspective, are we using naming that connects well with with the user are labels for things. If they fit the vocabulary and expectations of Carla, that will work better than if they don't because Italy it's essentially like hiding something if it's not named in a way that Carla would expect. So from an engineering perspective, maybe is there a speed problem with search? Maybe there's, Ah, it's hard to find things because it's just really slow to do searching. Or there could be other technical issues as faras words not matching or what that's Ah, lots of potential ways to dig into that from an engineering perspective, from a A later on in the journey so the business could oppose the idea of like, Are we publishing enough expansions? How do we publish more? Let's fill up this marketplace. Let's do something that make sure that there's something there for everybody. So when you know there wouldn't be a situation where Carla couldn't find what you wanted? And then, from a design standpoint, we could be asking, Are we publishing the right extensions? Because maybe it's not about the quantity. Maybe it's about the specificity and quality and meeting expectations differently. So what we did with Step four is with this goal in mind with this user in mind, with this journey in mind, we take the three different perspectives of business design and engineering potentially more based on based on your needs. Who are you representing in your map? Include them? Maybe there's way more users than just Carla. That makes sense. Because even for the example of hosting a board gaming gathering, you may have parents with kids. You may have people who have never played a board game and people who are bringing a stack of board games so high that they're making multiple trips to their vehicle. So all sorts of possibilities, even in the goal that sounds so simple on the surface. But then we dig into it. There's a lot of possibility there and a lot of potential journeys to explore. Coming up next is Part five learning and deciding based on what you've learned from the dirty map. 8. Project Step 5: Learning and Deciding: Now you put in all this work to create the journey and maybe it was hard. Maybe it was easy, but now you've got a lot of ideas. What do you do to choose where to go next? So who decides? Will it be the owner of the project, The one who is funding that the manager of this of this endeavor? Will it be engineering who is very much involved in the hands on the building and could be the primary decider of Well, this is practical or not practical. And here here's where we were going and this is where we're going next. Or would it be designed saying that well, this is most important for the users and therefore this is what we must do next. It's ideally, everyone's working on behalf of the user. Everyone becomes a designer and based on their lens, interpreting that. So it's going to be a combination of like what's affordable or where's their good opportunity as faras accomplishing the goals of the organization, also including the user, and meeting them where they're at? It could be well, what can we build or improve differently that is practical and doable. But we'll make a difference for the user, right? And then design. Essentially, then your job's done because everyone's working on behalf of the user. And so if everyone's working on the behalf of the user, your job as a designer is going quite well. So then this is the how, like how you decide it's going to vary. But then what? You decide so what it looks like what it looks like to make a decision based on a map. It could be a variety of things, but in the end, it's what are we going to focus on next? And this could be through collective, so collaborative conversation. You can do things such as to avoid group dynamic challenges you made. Use a private voting mechanism. You may use a dot or marker voting mechanism where everyone gets to put a dot near the thing that they think is most important or conservative or what have you you can do is a combination where essentially the funding person for the project can circle their top three issues and by circling their top three issues or by saying they get to circle an issue and design gets the circle in issue or an engineer. Whatever they do, it's like you're craving this mechanism where you're attempting to get consensus and move things forward in a way that is a combination of what everyone believes together. So let's say through the end, in the end, through collaborative conversation, dot voting and what? Not that these two issues got combined into one, and now that becomes the next place to investigate in the basis for a project moving forward. And then, in that case, the map has served its job. We understand how we could do things better based on the journey of a user, and that was part five deciding informed by the map. 9. Conclusion: Reflection and What's Next: congratulations on working through your project and making a user journey. If you haven't had a chance yet to publish your project, any time is great. Feel free. It's always handy to get things out in the world and get feedback or have questions or just sort of take that victory lap. Say I did it, taking a look back at what we have explored and practiced in this class. So whether you're on a solo project, you've got this practice of listening, thinking, questioning, observing, taking notes and structuring them in a journey. And it creates a deeper understanding who your audience is and what do they do. And what's it like for them to experience what you made. And then for teams? Well, the same thing is true. It's that you've got that understanding that is a wider perspective and even bolstered by people who really have more backgrounds than than any individual could have. That is a huge benefit toward making this a collaborative tool for those of you who are new or newish. Two wearing the hat of design extra Congratulations. These tools are definitely for you there for anyone who wants to get in that process of digging in investigating from a wider perspective, to make some good decisions for who they're serving. When this goes well, okay, this is, ah, looking ahead or looking back at other projects that you've been so again they've gone well . If you've included more than one perspective, you've mapped these perspectives and way that helps the user. You have an idea where to go next with the map, and then the whole map represents an easier story to tell. But of course, it's possible for things to not go well with mapping, so you could be basing the map on assumption and then never doing anything about it. To learn Maura, test the assumptions that is not a positive outcome for mapping. Hopefully, you're using. It is a way to investigate and to learn, in some form or another, a map to be of its most use. It needs to include all the perspectives, which means really including your audience, not necessarily on Lee, a hypothetical person of that audience, but really doing things that let you test ideas and get insights that you're using to bring back to the map so everyone can participate in the learning So if you never include riel users in what informs your map, that's gonna be not as good as it could. And 1/3 area to be wary of not going well with a map is if the map itself is the project, as opposed to making something that the map was used to help. Learn to go. Make where you could be stuck revising a map and it can feel productive. It can feel collaborative. You can do a lot. You could include your users. You could do all the parts of making a healthy map except never moving ahead to making something. And then I would say the map really isn't living up to what it could be. You could get feedback on your journey map. You get feedback from fellow designers. If you have a design mentor, that's a great place to have this conversation, and also just from the people on your team. Are they finding what they need to find from this? Are they finding their voice represented is, has this been a useful process for them? Good to get that feedback from your collaborators. You can use this in real projects and share with your team. Just make use of it and be sure that it gets another Your team members hands. You can try new framing well, instead of maybe you just need start middle and end. Maybe you want before the beginning, but you don't want after the end, or you can even use it in class and conversations that are about strategy about how do we How do we think of what could happen now? Next it in the future. Different frame ings would be just a different sequence. Whatever you would need to explore, you could always try using different tools to do your mapping. Um, the dry erase board, the sticky notes paper and all sorts of other options are available. And, of course, our good old digital tool friends. Oh, fun ways to convey this sort of learning. And finally, it feels different to do this apart from a group versus with a group. So using mapping in live collaboration, getting a group in a live situation to put their brains at that one map and then get their voices involved and write ideas down or each to to share the marker. What ever method makes sense for your group. Practicing that live is very different than doing the investigating. Writing things down, sharing it, do investigating write things down and sharing very different feeling. Now what? What's next? You've built your map. You're ready to build more. You can always refer back to this class. So if you've built this map with the team, whatever you do next, whatever is decided, however you move forward collectively, everyone who you've worked with has more context for what happens next. You have ah reference to what you've discovered together. You have greater consensus among your collaborators. You've worked together to learn and create a greater understanding from the perspective of your users. I wish you well in your collaborations and thank you so much for your time and attention and thoughtful effort in this class for creating user attorney maps.