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All 4 Flashcards — Observation and journeys
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Question
What is a user journey?
Answer
The whole experience of carrying out a task, drawn as a storyboard of frames in order — starting before the user touches the product and ending after they leave it.
Question
What is an experience line for?
Answer
Marking how the task is going at each frame, so the troughs become visible. A trough you can point at is much harder to argue with than a sentence.
Question
What is a pain point?
Answer
A frame where the journey goes wrong — the user hesitates, does extra work, feels unsafe or gives up. Each one must be stated as an observed action and effect.
Question
What must every pain point be turned into?
Answer
A design opportunity: something specific enough to sketch and then test. A storyboard with troughs and no opportunities has diagnosed a problem and left it there.
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Topic 6.1 hub
The design process
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