User Journey Workshops
In an effort to better understand how our users interacted with Avidxchange, I conducted a series or user journey workshops. These workshops usually consisted of 20 to 40 avidxchange employees from varying departments and took about 4 hours to conduct.
Preparing for the workshop
“A day in the life” scenarios were created for each company type persona inspired from customer interview, voice of customer data and support tickets. The structure of the workshop was based on NN/g Journey-mapping which consisted of a horizontal timeline split into swim lanes for User actions, system actions & agent actions. Example documents were created and placed above thier events on the timeline (emails, screenshots, documents). A presentation was also created explaning what journey maps are, why they are valuable, and how we were going to create them
The workshops started with the overview presentation. Workshop participants then populated the events on the timeline using sticky notes detailing everything that happens from our end. An example might be an automated system sending an email, then a ticket is generated, etc.
Once complete, we assessed friction and pain points. Finally, we brainstormed ways to improve our system and processes. Participants left with greater empathy for the user as well as action items to address within their domains.
Understanding users and their journey across avidxchange’s suite of applications was a large ongoing project that involved multiple departments and product teams.