Dimension & Diagram
To see if you understand a user’s journey, create a diagram representing the distinct activities within their experience. This is a foundation for many useful analyses.
- Decide what part of the user’s journey you’ll represent. It could be at a high level (a day in their life) or a more detailed activity (taking their meds).
- Draw a labeled shape for each key activity in their experience.
- Arrange them in a sequence or a cycle so you can trace their experience over time.
- Use arrows to show direction, paths, alternatives, etc.
- Use color or size to identify groups or different kinds of activities.
- Once you have a base diagram, you can add more “layers” of information with labels or annotations.
- Consider where trouble happens, where technology may play a role, what might be unnecessary, or where help would be best targeted.