- Slides: 2
Template User Journey Map: ______________ Using research insights, map out the experiences and interactions of stakeholders and users. Entice How do people hear about this and what will get them interested in checking it out further? Enter What’s the experience like when they first enter? Read more about how to use this template under Connect the Dots at nyc. gov/servicedesign Engage What are all of the steps of engaging with the service? Exit Once they are finished with that engagement, what will it feel like to leave that experience? Extend How might they tell others about it, or best share their experience?
Example User Journey Map: Queensbridge Connected Overview Journey of Queensbridge resident receiving and using broadband service. Residents hear about the new service and information on how to sign up via: • mail notifications, • flyers posted on bulletin boards around the neighborhood, • the service provider’s storefront office, • in person by the service provider’s resident engagement department, • and through word of mouth from other residents. The service provider visits the resident at their home to provide information about the service, their login credentials and answer any questions the resident may have. At home the resident logs into the new service and is greeted by the Queensbridge Connected homepage. If the resident needs technical support, they call the service provider directly or visit the local storefront in Queensbridge. Once the resident logs in and sees the Queensbridge Connected website they can explore the site further or continue browsing elsewhere. The resident shares their experience with friends, family, and neighbors through word of mouth or social media. Journey Map Key Resident Service Provider Read more about how to use this template under Connect the Dots at nyc. gov/servicedesign