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This is the text version of persona Deepthi’s Basic User Journey.

Deepthi’s Basic User Journey (Godfrey 2017)
Journey Stage |
Concept |
Wants |
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.
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Needs |
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.
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Tasks |
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.
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Input |
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.
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Output |
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.
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Review |
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.
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Recycle |
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.
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