User Journey Map Research Articles

Beyond buying: The application of service design methodology to understand adoption of clean cookstoves in Kenya and Zambia

A shift to advanced cookstoves can bring significant health and environmental benefits, but only with proper and consistent use. Despite this, the empirical evidence of what drives the initial purchase, and in particular, the continued use of advance cooking technologies remains limited. This paper describes two case studies in peri-urban Kiambu County (Kenya) and urban Lusaka (Zambia) where we examine the factors influencing the purchase and use of clean biomass cookstoves over time. We apply service design methodology to build “user journeys” to illustrate the cook’s experience with the technology, from the point of hearing about it, to purchasing it, learning to use it, and making it part of their daily routine. We find that often, the primary factors influencing initial purchase do not motivate people to use the stove regularly in the longer term. From the user-journey mapping, we identify some key behaviour change techniques that could be applied, primarily by cookstove implementers, at different phases in the adoption journey to support users in the process of overcoming behavioural barriers to adopting a new technology. Our findings emphasize that complex factors affect people's decision-making around the purchase and use of clean cookstoves, and highlight the need to carefully map user’s experience to pinpoint where support is most needed in the process of change.

Defining student journey mapping in higher education: The ‘how-to’ guide for implementation on campus

A definitive process for reshaping the student experience — student journey mapping — allows for campus administrators to draw unique insights from the perspective of their key audience. Rooted in creating a user-centric experience, the concept of user journey mapping, also known as customer experience mapping, can be a cornerstone for projects in higher education. From changing the way in which students are recruited to the way donors are engaged, the student journey mapping process can help good business practices evolve into great ones. This process will describe how to bring together quantitative and qualitative data from multiple campus stakeholders (staff, faculty, students, etc.) and translate these data into insights that can reshape the student experience. Most importantly, the process describes how to develop this into actionable information that a campus community can understand. This paper will define the process of student journey mapping and provide campus administrators with concrete examples. Additionally, details are provided on how to best capture qualitative and quantitative data sets to inform the journey map. Finally, the connection between these data sets and the implementation plan is detailed to allow for actionable items to stem from the creation of a journey map.

User Journey Mapping – A Method in User Experience Design

Abstract Companies are more and more interested in providing a positive user experience (UX). The aim is to offer a smooth and pleasant experience with the application at hand. As UX consultants, we often face the following basic questions at the start of user experience projects: How can we learn about the user processes in the scope of the project, that is, the activities a user needs to perform to achieve a certain goal? How can we gather the essential steps and stages of the user process and the experiences accompanying them? How do we identify where in the process user research is needed? In order to help answer these questions, we suggest the method of User Journey Mapping, which we developed and refined in the course of seven customer projects.

A Study of Service Design for the General Hospital through analyzing the User Journey Map and the User Context

Objective: The aim of this study is to present a solution to problems in the services provided by the general hospitals by creating a user-centric environment through analyzing the User Journey Map and the User Context. Background: The rapid growth in aging population and the monopolization of superior medical staffs by the general hospitals increased demand for the general hospitals in Korea. But, often services provided by the general hospitals are provider-centric and low quality. Method: This study examines problems in the services provided by the general hospitals by analyzing the User Journey Map through stakeholder interviews(contextual interviews) and on-site observation. Based on the contextual analysis of the user(i.e. the patient), this study proposes new and improved user-centric services to be provided by the general hospitals. Results: Ten new user-centric services proposed by this study are: (1) Booklet on Success Story, (2) FAQs by Doctor, (3) Designated Nurse, (4) Patient Interview Record Card, (5) Close relationship between doctor & patient, (6) Thank You Notice Board, (7) Step by Step, (8) Green Cap, (9) Patient Kit, (10) RFID Direction Display System. Conclusion: The service design for the general hospitals proposed by this study is an important case-study on improving the environment of the general hospitals from provider(medical staffs)-centric to user(patents and its family)-centric. Application: This study is expected to be used in various areas to improve existing system(products and/or services) to be more user-centric.