Designing journey maps and user flows may seem straightforward, but it involves a nuanced understanding of the tools available to present the user experience effectively. Each tool serves a different purpose depending on the project's goals. Here's how I use them to define user interactions:
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Comprehensive Understanding: Service design requires a holistic understanding of the user experience, focusing on service details and system complexity.
Journey Mapping:I use journey maps in the early stages to outline the service.
Service Blueprints: For delivering the service, I use service blueprints, which are more detailed than journey maps as they include the service's backstage operations.
Full Experience Focus: I consider the entire experience, including before, during, and after the service. Each stage is crucial.
Customization: Depending on time constraints, I edit journey maps for clarity. Not all sections are always necessary; I include only relevant elements, such as main steps, user descriptions, and emotions.
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Detailing Contact Points: Interaction design tools are used to detail user interactions at touchpoints.
User Flows: Thesehelp understand interactions during quick meetings and early design stages.
Journey Mapping:I use journey maps in the early stages to outline the service.
User Process Flows:These are more complex and require a legend key and detailed annotations.
Save time:Interaction design tools map user experiences without needing wireframes, making them ideal for discussing capabilities with developers before moving tovisual design tools.
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Wireflows: I use wireflows to map the entire user experience, including screen creation, which is the most time-consuming part.
Comprehensive Mapping: I always include a legend key and detailed wireflows, covering all possible pathsand screens, whether it's the happy path or error scenarios.
