Journey maps are a way to condense a large amount of quantitative data into a touch-point ecosystem. They help designers and developers understand what it's like to "walk a mile in their user's shoes" and see the touch-points where difficulties occur. Having a general approximation of what a user is thinking and feeling at each point in an interaction, and the touch-points where this occurs, allows designers to modify or remove touch-points which are causing negative experiences, or create an entirely different experiences altogether.

For this project, I collaborated with a product owner to create personas for the primary and secondary users of a labor and delivery software program. We then interviewed users in these persona categories and documented their experiences. Bringing together these experiences, I created user journey maps, laying out the thoughts and emotions of the users at different touch-points.

These maps were immensely helpful because they showed us where our software was failing and negative touch-points which could be eliminated by modifying how our software operates (such as transcribing data from paper records or pulling data from multiple records).

An example of three different Journey Maps for users of this product.