Journey map
Onboarding an application to a cloud environment is no easy task, and when it’s a government based cloud environment, the complexity increases tenfold. When complex processes are in place, it’s important to know what that journey is and how users are going through it. I created this journey map to help our stakeholders understand what the user is going through, and to help identify areas of opportunity to make the overall journey a better experience for all involved. Areas highlighted within the journey map are:
Steps taken in the process
Amount of time taken (total time and time per step)
Emotional journeys of three separate user groups with supporting quotes
Milestones achieved to propel to onboarding journey forward
Decision points made by the separate user groups that if not made, became blockers to the onboarding journey
Services introduced within the onboarding journey
Research for this journey map was taken from user empathy interviews and user shadowing research completed over three months. Note, due to the sensitivity of the contract, a hi-res image can be shared upon request.
outcomes
This journey map will be used program-wide to identify areas of opportunity within the user’s journey to streamline the process. Not only looking at high and low points within the emotional user journey, but looking at milestones achieved and how many decision points must be made to accomplish a milestone, or how many steps the user has to split their attention at any given time. I will be facilitating a workshop to bring in key stakeholders from various background within the program and using this artifact identify areas of opportunity to streamline the process for short term and long term success.
We will also be using this journey map to determine how changes to the program and services affect the overall journey from the user's perspective. When something is introduced that impacts the journey, we can use this journey map to see if it was a positive change.
One of the biggest “wins” of this journey map was that our stakeholders could see a high level view of the user’s onboarding journey and quickly understand their experience. This is an artifact that was quickly adopted and used by our stakeholders to communicate problems or areas of opportunities to the rest of the program.