A user journey is the experience a person has while using a website or application by performing certain steps. For example, you may land on the homepage when searching for an e-commerce website. What happens when you click on a product category? From there, what actions can you perform on that page? What happens if you click on a product? It creates a big web of cause-and-effect reactions. Determining the steps a web or app user will take to accomplish what they need will help user experience designers create an easy flow for the user and determine what secondary actions the user should be able to take on each page.
My user journey centers around the customer successfully using a “Character Connect” feature I designed. The goal is ease of use: this user journey should flow well for the customer without any frustration. I’ve expanded on the use of each of these steps below.
Step 1: Home
When users open the app, the first screen they will see is the home dashboard. If the user is currently reading an e-book or listening to an audiobook, they immediately see the book and can choose to keep reading/listening. Underneath are categories for them to browse including suggested books, books they may like to read again, and a list of genres they can look through.
Step 2: Character Connect
After the user lands on the homepage, they can tap the menu item for a feature called “Character Connect”. The feature allows users to see a card with a picture, name, and information for a fictional book character. They can choose to swipe or tap left to move on to the next character or swipe or tap right to view the product page for the book the character comes from.
Step 3: Product Page/Add to Cart
Once the user reaches the product page they can see images of the cover and see the name, author, and description of the book. If they would like to purchase the book, they can choose what format they would like the book in (audio, hardback, paper, ebook) and add it to their cart. They could also choose to scroll down to read reviews and see other materials similar to the book.
Step 4: Check Out
Now that the user is sure of what they want, they can proceed to checkout. If they added their shipping, billing, or payment information at checkout before, it will be saved and show up as a quick selection. If they want to add new information, they can choose to do so.
Step 5: Confirm Your Order
After all of the information is selected, the user can review their order, change information or selections as needed, and place their order. The customer is given a friendly “Thank You!” and given a button to go back home.