What’s included
(05)Teams often redesign screens when the real problem is a journey that asks people to do things in the wrong order.
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Goals, in the user’s words
We talk to the people who use the product, or would, and write down what they are actually trying to finish. Not features. Tasks.
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Where people give up
We walk the current journey step by step, read support tickets and analytics where you have them, and mark every point where people stall, guess or leave.
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Journey maps
The path from first visit to the task done, drawn on a page your whole team can read. Each step shows what the person needs and what the product gives them today.
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User flows
The routes through the product for each key task, including the wrong turns and the dead ends, so nothing is left for the designer to invent later.
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Priorities
A short, ranked list of what to fix first, based on how many people it stops and how hard it is to change.
When you need it
- People sign up, then never come back
- Your support inbox keeps getting the same question
- The team argues about features without agreeing on what users need
- You are about to redesign and do not know where to start
How it runs
(04)You get a written scope, a fixed price and a start date before anyone begins.
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Listen
Conversations with users and with the people who sell and support the product. We hear the problem from both sides.
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Walk
We go through the product as a new user would, and log every step where it asks too much.
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Map
Journey maps and flows for the tasks that matter, with the problems marked where they happen.
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Rank
What to fix, in what order, agreed with you before anyone draws a screen.
What you leave with
- Journey maps for the key tasks
- User flows, including the edge cases
- A list of where people get stuck, and why
- A ranked plan of what to fix first
- Notes from the user conversations
Also in Design
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FAQ
Answered questions.
UX strategy decides what the product has to do and in what order. UX design then works out how each screen does it. Skipping the first part is how teams end up with tidy screens on a broken journey.
It helps a great deal. If you have customers, a handful of conversations is usually enough to see the pattern. If you are pre-launch, we talk to the people you plan to sell to.
Yes. The maps and the ranked plan are yours to hand to your own team. If you want the screens too, the work carries straight into UI design.
No. Websites, booking flows, onboarding, checkout and internal tools all have journeys. The method is the same wherever people are trying to get something done.
