I was reading in on Aaron Schmidt’s portion of the Hyperlinked Library MOOC about user experiences and learned about journey maps!
Journey maps and googling them sent me down a rabbit hole of ideas and information. What if we map out the steps our users have to go through to download an ebook? Watch a video? Check out a book? Get help? Then outline the pitfalls and what it feels like as a user, from a user perspective, to engage in any of these.
Here’s a nice article from Harvard Business Review that helps understand:
“A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. The more touchpoints you have, the more complicated — but necessary — such a map becomes. Sometimes customer journey maps are “cradle to grave,” looking at the entire arc of engagement.”
http://blogs.hbr.org/2010/11/using-customer-journey-maps-to/