Mapping out customer journeys to work out what's missing

Cerebral Palsy Alliance| 2017

UX design
Research

The challenge

Make suggestions as to how to improve the user experience of the existing site.

Challenges to be addressed were:

Users

A lot of user research was already completed by the CPA. I was given the following user groups to design for:

On top of these user groups, there was consideration needed around the varying effects and levels of cerebral palsy per person.

User journeys

Due to the excessive amount of users and their varying needs, I mapped out the various journeys.

Journey map

Journey map - parents with newly diagnosed child.

Journey map

Journey map - volunteer.

Journey map

Journey map - parents with child living with cerebral palsy.

Journey map

Journey map - adult living with cerebral palsy.

Journey map

Journey map - child living with cerebral palsy.

Information architecture

Having an idea of the various customer journeys really helped me to put a framework around the content and navigation.

Here we start to see the various sections of the site reflecting the different user groups. Such as:

Start of the information architecture.

Navigation idea.

Wireframes

Using Balsamiq wireframes were created to bring life to the journeys and give the client an idea of what new content needed to be created.

Some of the key features that were wired were:

wireframewireframewireframe
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