We created methods that would be used in the initial stage of the project, when the strategy was being set and the team was concerned to direct the product to one side or the other. Unlike the more famous cases, such as wireframes and sitemaps, the concern here would be to document how the interface would work, but more abstract to base decisions on the “reason for being” of the product in this project
I used an application called FullStory for a more complete analysis of a map showing all points of contact between consumer and brand, as well as the internal procedures necessary for this interaction to happen. It was useful for viewing the way that consumers run across multiple channels (site, customer service, physical store etc.) and to identify opportunities for improvement.
Consumer Journey Map
With this diagram we explore the multiple (and sometimes invisible) steps taken by the consumer to the extent that they engage with the product. It allows designers to define the motivations and consumer needs at different stage of the journey, creating design solutions that are appropriate for each of them.
Analysis of the numbers provided by some metrics tool that give insights into how users interact with the product: clicks, shipping time, keywords searched etc. The numbers help to uncover valuable insight into consumer behavior, which often can not be captured in a usability test.
We create a visual representation of all the steps the user scrolls on the website to complete tasks within the product. With this flow we analyze if the user follows the steps designed to develop a project. Analyze if the user starts from the homepage, then enters in the page of a product, then goes to the shopping cart – and so on. It is the user’s perspective on the organization’s website, which helps identify what steps need to be improved or redesigned.