Basic User Journey

Our user wants:

• To log into app only once.
• To explore and learn the app’s features without committing to a floor plan.
• To easily find places on a floor plan and to select them as destinations.
• To create my own spaces within others’ floor plans.
• To be guided in straight lines, on the obstructions I face, and how doors open.
• I want to know where the stalls are in a bathroom – don’t leave me at the bathroom door!
• To explore floor plans before I visit the space.

Our enterprise wants:

• To encourage application uptake to reduce maintenance costs and increase revenue.
• To compete with competitors in the online segment.

Our user needs to:

• I need an interface that works with my iPhone’s assistive technologies including voice commands and feedback where possible.
• Audible directions need to be precise and timely.
• I need to add places quickly on the fly as waypoints or for use later.
• A Pause mode for if I am distracted during my navigation.

Our enterprise needs to:

• Promote products.
• Manage and protect data.
• Monitor user analytics for opportunities.
• Encourage user engagement to maintain a positive customer relationship.
• Court new customers.

Our user will:

• Find the entrance to a space.
• Navigate to receptions, lifts and stairs, bathrooms, and places of work and interest.
• To know how far I am walking between places.
• To know where to go in an emergency.
• To avoid obstructions.

Our enterprise will:

• Provide a secure platform and data experience.
• Enable app users to log on to the platform.
• Provide support to app users on how to complete their tasks.
• Limit the inconvenience.
• Provide a feedback communication channel.

Our users will input:

• My name and reasonable contact details.
• My visual ability and phone preferences.
• My selection of places to navigate to.
• My places.

Our enterprise will output:

• A welcome.
• A relevant and easy to navigate app and interface.
• Access to app performance support.
• Collect and process only the data necessary to our customer service relationship.
• Secure customer-supplied data and process it in a responsible fashion.
• Provide only the information our user needs to complete their task, or that enhances their experience of our space.
• Feedback on our customers’ progress or on problems we or they may encounter within our service.
• Deliver on our promises and correct errors immediately.
• Make the IPS process efficient to give best value to customers while securing a profitable business.

Our user will:

• Know that I have arrived at my destination.
• Know what is at my destination – particularly where facilities are.

Our enterprise will:

• Unobtrusively canvass all users for feedback.
• Provide performance and support.
• Research improvements.

Our user will:

• Repeat their use of the app.
• Expect improvements from time to time.
• Expect not to uncover problems.

Our enterprise will:

• Combine user and support analytics to identify user problems and correct them without our users reporting them.
• Anticipate process changes and update the app in a timely manner and communicate updates to our users.
• Update user personas and testing from time to time and account for their maturation.