Coldtowne Journey Map Update

This week, Philip and I took a different approach to building our Customer Journey Map. We took a step back from visuals to make sure we understand the story we are telling. Last week’s map was a helpful exercise, but felt a little haphazard, as we couldn’t connect the peaks and valleys to moments we heard about real student journeys:

To ensure we were representing every moment, we started by writing out each point in the journey a student goes through at Coldtowne, highlighting areas where we see potential for improvement:   20151125_003757 Then Philip visually mapped all the bullet points from the list on a new Customer Journey Map. We need to add more visual hierarchy to highlight what’s important, what’s difficult, and to clarify connections on this new Journey Map:Screen Shot 2015-11-25 at 12.50.35 AM

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Using the areas we highlighted for potential improvement, we created quick “vignette” sketches that show design ideas for those areas.20151125_003547

I am in the process of building higher fidelity vignettes to give the customer a sense of what our designs might look like in reality:Screen Shot 2015-11-25 at 12.54.35 AMScreen Shot 2015-11-25 at 12.54.07 AM