User Journey
Overview
During my time at JobTopGun, I undertook a major project focused on improving the user journey for all of the company's key products. This initiative was essential for preparing the products for outsourced automated testing, which required a complete analysis and refinement of the user journey. The products included Super Recruit Success (website and app), Super Resume (website and app), JobTopGun (website and app), YouSayHRSay (website and app), and Sales Online (website and app). My role involved mapping the entire user journey, identifying missing cases, and enhancing each product to ensure seamless functionality.
Role:
Responsible for mapping out the user journey for each product, ensuring all touch points were clearly defined and accessible.
Gap Analysis: Leveraged user feedback and product data to identify and address gaps or missing elements in the user flows.
Optimisation: Implemented necessary improvements based on user data and testing results to refine the overall experience.
Testing and Iteration: After implementing changes, I monitored ongoing user feedback and conducted thorough testing to ensure smooth and intuitive navigation for each product.
Tools:
Figma
FigJam
Problem
The products involved in this project had complex, unique features, making it difficult to achieve full refinement within the tight deadlines. Each product had its own intricate user flows, which required a time-consuming and iterative approach to optimise. The goal was to prepare these products for automated testing by outsourcing, but achieving this level of polish was a significant challenge given the variety and depth of user interactions within each product.
Key Metrics for Success
Completion Rate: Measure the percentage of user flows that were successfully mapped, tested, and improved.
User Feedback: Track the number of reported issues or gaps in the user journey after updates.
Testing Success Rate: Monitor the performance of the user journey during automated testing to ensure a seamless experience.
Improvement Turnaround: Evaluate the time taken to address and resolve issues identified during testing.
Solution
To tackle the challenges of refining the complex user journeys across multiple products, a structured approach was implemented:
Comprehensive User Journey Mapping: Detailed maps were created for each product, ensuring that every user interaction was accounted for. This allowed for a clear understanding of where improvements were needed.
Iterative Improvement Process: An iterative process was adopted, making incremental changes based on testing results and user feedback. This approach refined the user experience while maintaining progress within the project’s timeline.
Preparation for Outsourced Testing: By completing and refining the user journeys, products were ensured to be ready for automated testing. This preparation was crucial for outsourcing the testing process, as it allowed testers to follow clear, well-defined user flows.
Outcomes Achieved
Improved User Journeys: Each product's user journey was fully mapped and optimised, resulting in a more intuitive and seamless experience for users.
Testing Success: The refined user journeys enabled smoother automated testing, with a significant reduction in errors and incomplete cases during the testing phase.
Higher User Satisfaction: Post-implementation feedback showed improved user satisfaction across all products, with users reporting fewer navigation issues and a more polished experience.
Increased Efficiency: The iterative approach allowed us to complete and enhance the user journeys within the project timeline, preparing the products for successful outsourced testing without compromising on quality.
UX Research
The project began with in-depth research to identify areas for improvement:
User Journey Mapping: The entire user journey for each product was meticulously mapped, documenting all steps users take from initial sign-up to task completion. This revealed missing or incomplete steps that could hinder the user experience.
User Feedback Analysis: Feedback from users was gathered and reviewed to understand pain points and areas of friction, using this data to inform improvements.
Data-Driven Insights: Product usage data was analysed to identify areas of low engagement and complex navigation, prioritising these for refinement.
Testing: After making changes to the user journey, usability testing was conducted to ensure the updates improved navigation and overall satisfaction.
