Usability Testing Using Customer Journey Map. Real case.

What questions do usability research have?

  • Does it is convenient to use for the user? 
  • Will the user understand the interface?
  • Does the application is ergonomic for the user?

Usually, analysis and development come from hypotheses and biases of the team with its own experience which differs from the experience and views of users. 


We receive negative feedbacks regularly from users at the output.


For example, we developed a project in a strict deadline under the state contract. The user experience we built from our own assumptions. After a few months as the commercial operation began, we started receiving the negative feedback from end users increasingly. They complained about system complexity and obscurity. 


In the talk, I would like to tell you about my experience on how I solved issues using the Customer Journey Map tool.

Audience level
Lightning Talk (20 min)

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