UX Portfolio
  • Experience Design Playbook
  • Case Study: BookUmrah.com
    • Project Brief
    • Research: Expert Interviews
    • Research: Surveys
    • Research: Diary Study & Task Analysis
    • Business Case
    • User Personas
    • Customer Journey Mapping
    • Product Requirement Documentation
    • Information Architecture
    • User Flows
    • Wireframing / Prototyping - Low Fidelity
    • Wireframing / Prototyping - High Fidelity
    • Adaptive & Responsive Design
    • Outcomes & Product Development Future
  • My UX Research Methods
    • Research
    • Diary Studies
    • Task Analysis
    • Content Audit
    • Information Architecture
    • Prototyping / Wireframing
    • Design Systems
    • User Testing
    • Design Sprints
    • Methods of working
    • Docs for Dev teams
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  1. Case Study: BookUmrah.com

Customer Journey Mapping

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Last updated 4 years ago

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Using these personas, I then created a detailed record of a customer’s experience of going through the Umrah booking process. This was constructed based on my research taking into account all the various pain points that potential users could or have experienced.

These customer journey maps helped our team better build empathy towards our potential users as we could try to experience what they go through. It also uncovered insights, such as when comparing journeys between customers to find common threads or find conflicting behaviours within a their journey.

*Due to the proprietary nature of this product, only pre-approved examples of the work I completed have been published in this case study.