College User Journey: A Western University
Working with a small team (1 Sr UX (me), 1 Designer, 1 PM, 1 CD, 1 Dev) we were brought on to help redesign a university website. Our team utilized the Design Thinking process to engage our client stakeholders and communicate the value design can have on their students and academic community. During the Research Discovery phase I worked closely with the our team and our client to define what aspects of the User (student) experience could be for website.
We held a number of Design Thinking workshops and meetings to infuse empathy for our users into the design process.
A number of meeting spanning a few months of research and discovery we engaged and co-created with our client.
One of the key interactions was articulating students user journeys. Our human centered research along with client involvement allowed us to to see the purpose of the new website and where undergraduate, and graduate students interact.
We added empathy through Proto-personas
We helped our client articulate key touch points with students as well as where the university website has key interactions for helping students make decision about applying, finding programs, and understanding the student experience.
From long meeting and busy sketched out interactions, I cleaned up and built User Journey Maps for each key audience (undergrad and graduate
Customer Journey Map
After discussion with potential college bound students both undergraduate and graduate. I created a broader customer journey map that represented the emotional journey of our users along the process.
These user journeys documents became key deliverables and user story drivers for our team to define the website redesign concept and final solution.