DEVELOPING A JOURNEY MAP + USABILITY METRICS
Using one familiar technology and one unfamiliar technology for 15 minutes each, I created a journey map illustrating my experience and rated the usability of both technologies.
Google Maps shows directions and uses real-time traffic information to find the best route to your destination. With voice navigation, you can hear traffic alerts, where to turn, which lane to use, and if there’s a better route.
Transit is a mobile app packed with features that helps you plan a trip on the bus and other modes of transport. Real time bus tracking and information, service alerts and trip planners are some of the features.
Target Audience-Both Google maps and Transit app is being used by commuters.
Customer Journey Map for an unfamiliar app-TRANSIT
| Online tutorials/tips on how to set up route ahead of time. |
| Frequently asked questions. |
| Alert/Notification after setting up route ahead of time. |
Design Team |
| To remove yellow caution symbol, it is hard to interpret what this symbol is for. |
| A limited color palette can help create a clean, simple and easy-to-understand interface. |
| To do away with pull option that resets everything again. |
Customer Journey Map for a familiar app-GOOGLE MAPS
| To be able to set up a route by combining multiple modes of transport in 1 route. |
| Internal Ownership Design Team |
| Google Maps has many features and options, which can make the app overwhelming for new users. Simplifying the UI by hiding unnecessary features or providing contextual help could make the app more user-friendly. |
| Larger text sizes can help users with impaired vision to improve their user experience. |
My Observations
- Visualization of the whole process helped me better understand the sequence of events and the entire user experience.
- It helped me observe my thoughts/feelings and how I interacted with the technology at each stage.
- It allowed me to uncover possible solutions/opportunities/internal improvements to create a better user experience.
- I observed, using a familiar technology helps to complete tasks sooner since we are already acquainted with it.
- It could uncover my stress points in the flow.
UX Scorecard
The Legend
Navigating Urban Transit: A Comparative Customer Journey Map and Usability Analysis of Google Maps and Transit App.
Using one familiar technology and one unfamiliar technology for 15 minutes each, I created a journey map illustrating my experience and rated the usability of both technologies.
Google Maps shows directions and uses real-time traffic information to find the best route to your destination. With voice navigation, you can hear traffic alerts, where to turn, which lane to use, and if there’s a better route.
Transit is a mobile app packed with features that helps you plan a trip on the bus and other modes of transport. Real time bus tracking and information, service alerts and trip planners are some of the features.
Target Audience-Both Google maps and Transit app is being used by commuters.
Customer Journey Map for an unfamiliar app-TRANSIT
Opportunities
- Create a journey map for the process of buying an airline flight through a deals app. You’ll want to use other reOnline tutorials/tips on how to set up the route ahead of time.
- FAQs
- Alert/Notification after setting up the route ahead of time.
search methods such as user interviews or diary studies to gather data. Then you’ll use the journey map to show what you’ve found.
Internal Ownership Design Team
- To replace the yellow caution symbol with clear instructions.
- To do away with the pull option that resets everything again.
- To simplify the color scheme, limit the number of colors to two to three.
My Observations
- Visualization of the whole process helped me better understand the sequence of events and the entire user experience.
- It helped me observe my thoughts/feelings and how I interacted with the technology at each stage.
- It allowed me to uncover possible solutions/opportunities/internal improvements to create a better user experience.
- I observed, using a familiar technology helps to complete tasks sooner since we are already acquainted with it.
- It could uncover my stress points in the flow.
UX Scorecard
The following 3 metrics are sufficient in determining usability-
- Effectiveness– The usability of this app (and this particular feature of setting up a route ahead of time) depends on whether the user can perform this task and benefit from setting it up in advance.
- Perception/User Confidence-The user should feel good or be confident setting up this task successfully in order to use it again.
- Ease of Use– If the user finds it hard and ambiguous to set up a task, the chances that he will use the app again are less.