Creating User Personas & Customer Journey Maps
Overview
User personas and journey maps are typically developed before you create a product or service to help guide those offerings. They are semi-fictional; they’re not guesses created making assumptions. Instead, they use real data from real people to help identify their audience more effectively. They are incredibly important for user-centered companies and allows an organizations to empathize with users and to drive a fantastic customer experience.
User Persona
Benefits of user persona
Steps building user persona :
Every user persona must consist of a multiple phases
Phase one: User research & Interview
This phase includes identifying your research resources, curating the right questions, collecting and collating that information, then organizing it well.
Phase two: Persona mapping
Once you’ve collected your data, you can start to taking insights and organising your data to build your user personas. This phase includes identifying which ones are most important to the growth of your product, further segmentation opportunities and how you’re presenting these personas so they’re actionable research tools for your team.
Phase three: Persona distribution
Lastly, once you’ve got everything together, it’s time to put these personas out there! Building personas is not a one-time operation. Your personas are something that need to be continuously revisited, reiterated, and redistributed
Card sorting to segment your data
Find template and create your persona that fits your need
Customer Journey Map
Benefits of customer journey map:
Steps building customer journey map :
- List the touchpoints and channels customers will have with your brand for the specific journey, including website, social media channels, customer service, etc.
- Gather research data from customer surveys, user research, user interviews, analytics (product, social media, etc.), and other relevant sources.
- Analyze the data to identify patterns, trends, and behavior. The key is to find common customer pain points and friction across the journey.
- Create a visual representation of your customer journey, illustrating touchpoints and interactions and noting customer emotions, motivations, and pain points at each stage.
Customer Journey Map
Conclusion
Developing user personas can help you better deliver user-centric products or services. User persona and customer journey are presented in a one-page document describing user jouney, behaviors, goals, pain points, skills, and attitudes. It might look a straight forward simple but it requires research, collaboration, the right tools, and an appropriate visualization format.
