JourNy Map for Laptop repair

Project Type

User Research

Software

Adobe Illustrator

Skills

Research, Empathise

TimefRAME

1 Weeks

Organization

Quinnipiac U: Design Thinking

Project Synopsis

When you rely heavily on your laptop for personal and professional work, dropping it off for repair can be very stressful. The journey map above identifies the customer persona (me) and each touchpoint I had with Apple until the laptop was repaired and returned. I also recorded my emotions at each touchpoint channel. Once the journey was complete, three (3) pain points were identified, which can now be used as areas of opportunity for Apple to improve its repair service.

Process

Step 1: Research Customer

Journey maps start with understanding what the customer is thinking and feeling. Then working to finding what the pain points and motivations may be.

Step 2: Timeline documentation

Each time the customer and the company interacted, it was recorded on the map. Additionally, the type of interaction was documented, such as company website, social media, or customer service.

Step 3: Record Emotions

During each of the customer touch points thoughts and emotions were gathered.

Step 4: Identify Areas of Opportunity

Once the map was fleshed-out and the pain points identified, it was clear where the company could improve and create a better experience. In the journey map example, sending a laptop away for service was nerve wracking, however Apple could communicate more to help ease the customer’s anxiety.