Labels

UX Design - Task 3 / User Journey Map & Ideation

30.5.2025 - 13.6.2025 (Week 5 - Week 8)
Chong Hui Yi / 0363195
UX Design / BDCM
Task 3 / User Journey Map & Ideation


TABLE OF CONTENT


LECTURES

Click HERE to view the lectures



INSTRUCTIONS


<iframe src="https://drive.google.com/file/d/1EYvr1G06s6Om4qImGGAXBcnukOjhsgEv/preview" width="640" height="480" allow="autoplay"></iframe>


Task 3: User Journey Map & Ideation

Instruction

"Based on the User Personas and Empathy Map, students will further develop User Journey Map of the targeted users in various touch points. They need to define the journey from various phases to develop the User Journey Map.

The process of User Journey Map is composed of several tasks and User-centred Design (UCD) processes that will inform design inspiration and leads to ideation.

Students are required to prepare a comprehensive output of the User Journey map derived from user personas and empathy map according to the topic/problem statement chosen."

User Journey Map

For this task, we were required to create user journey maps based on the previously developed user personas and empathy maps.
Our work was divided as follows:
- Hui Yi (myself): Student User Journey Map
- Iman: Alumni User Journey Map
Fig. 1.0 Student User Journey Map

This journey describes a student’s experience in finding a study spot on campus. It begins with awareness and consideration of past crowd levels and input from friends. The student then proceeds to acquire a space by manually checking different areas and often ends up in a less ideal location. In the resolution stage, the student reflects on the experience and considers how to avoid the same problem next time.

The main struggles include uncertainty about crowd levels, wasted time walking, and having to settle for uncomfortable places. Suggested improvements include showing real-time availability, providing crowd trend insights, and allowing filters for comfort such as sockets or Wi-Fi quality.

Fig. 1.1 Alumni User Journey Map

This journey map illustrates the alumni user’s experience when returning to campus to give a talk. She starts off feeling appreciated, excited to contribute, and motivated to build her personal brand. However, the lack of information on parking and preparation spaces quickly leads to stress. The journey is filled with physical discomfort, confusion, and overstimulation, especially when navigating crowded spaces and struggling to find a quiet place to wait.

Although she feels proud after delivering her talk, the overall experience is exhausting. There are clear opportunities to improve this journey through better communication, real-time parking tools, designated guest zones, and thoughtful post-event support.

Ideation

During our Week 5 class, Iman and I worked on generating a series of How Might We statements. After receiving feedback from Dr. Wong, we realised that some of them overlapped and could be merged. For example, the two blue statements in the top two rows of Fig. 2.0 were combined into the pink statement below them.

Fig. 2.0 How Might We Statement Process

Our final How Might We statements focus on the key navigation and crowd-related challenges identified during our research:
  • HMW enhance the campus map to make it easier to understand and more interactive for users?
  • HMW make it easier for students to find empty classrooms?
  • HMW help users avoid and reduce the impact of overcrowded areas on campus?
  • HMW increase awareness of the Taylor’s app for campus navigation?
  • HMW help first-time visitors feel less overwhelmed when finding locations on campus?
  • HMW help Taylor’s students and visitors navigate the campus more easily, especially during peak hours?
We also did a Crazy 8s session during class. I found the process a bit stressful at first, and I ended up sketching a few ideas without worrying too much about whether they were realistic. But it turned out to be a great way to push myself to generate a large number of ideas in a short amount of time.

Some of the ideas I came up with included:
  1. Promote new navigation feature in Taylor’s app promotion banner
  2. Use IG posts/stories to introduce the AR map feature.
  3. Track and analyse overcrowding levels at different campus areas by time of day.
  4. AR campus navigation system
  5. Display routes with real-time user locations (like Waze), showing friends’ icons and place descriptions.
  6. Provide a list of available classrooms or study spaces.
  7. Introduce a virtual campus guide.
  8. Gamify campus exploration through location-based tasks and missions.

Fig. 2.1 All member's Crazy 8

We then listed the features we came up with in a MoSCoW prioritisation matrix.
Fig. 2.1 MoSCoW

Fig. 2.2 Prioritisation Matrix
Fig. 3.0 CrowdFree Presentation slide - PDF

FEEDBACK

Week 7:

Dr. Wong pointed out that some "How Might We" statements overlapped and should be merged for clarity.

REFLECTION

Throughout this task I could really feel that Dr Wong was constantly guiding us. We did the HMW statement and Crazy 8 activity together in class, and she also gave us timely feedback that helped me understand how to improve. I enjoy this kind of learning environment because it feels supportive and hands-on.

The Crazy 8 method was actually quite fun. At that moment, I felt like ideas just popped into my mind without overthinking. I didn’t have to worry about whether they were realistic or perfectly aligned with the HMW statement. It was a nice way to explore creative thinking, and I think it’s a method I might use again in the future.

As for the user journey map, I still found it a bit boring, similar to what I felt in the previous task. But I do understand its importance. It helps us clearly see the user experience and pain points, even if the process itself doesn't feel exciting.
Labels:

Comments

Post a Comment

Popular Posts