“The purpose of User Experience Mapping is to understand what customers go through and improve the quality of your customer experience, ensuring consistency and a seamless experience at all touchpoints and across all channels.”

Assignment Tasks

1. Select a website or website application (see below).

2. Develop a user persona including:

   1. Description of the Typical website user.

   2. The user’s motivations for using the website.

   3. The user’s main goal that they are trying to achieve.

   4. List barriers (before using the website) to achieving the goal.

   5. You may use a Persona template, such as this Word document

3. Map the interaction:

   1. Map the user’s interactions with the website to achieve the goal (flowchart).

   2. Identify and list the “pain points” the user encounters with the tasks and achieving the goal.

4. Analyze the interaction:

   1. Was the user able to achieve their goal? If not, why?

   2. How did the website's DESIGN help or hinder the user?

   3. Recommend improvements to the website.

1. Report including:

   1. Website selected

   2. User Persona

   3. Flowchart of user interaction with site

2. Flowchart of the user's website tasks and interactions for achieving the goal:

   1. Must properly use flowchart symbols and connections.

   2. Submit as PDF.

   3. Does not need to (and probably can’t) meet accessibility requirements without a separate written description of the process.