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Duration: 2 Weeks

Challenge: Update the existing customer journey for the process of renting a property in the UK in tandem with Movebubble touch-points.

Process:
• Review of existing customer journey and user data gathered from interviews, focus groups, and one-on-one sessions with users in the previous 2 months to identify the different points and subcategories of the ‘rental journey’
• Reviewed existing and upcoming Movebubble touch points, then matched them to all the relevant points in the journey.
• Used existing user data to determine the users’: goals, actions taken, influencers, and emotional state at each stage of the journey.
• Researched industry data to determine average duration of each stage and subcategory.
• Designed a worksheet to get users to map how they felt on a 0-5 Likert scale at each stage of the rental process in order to map the different emotional journeys that users go through, helping to identify and update the existing user personas.
• Designed and created the experience map using Movebubble branding using Adobe Illustrator, then got it printed large enough to fit on the wall of the office.
• Regularly updated the journey with new ‘opportunities to delight’

Results: Able to map the emotional journey of multiple users and clearly identify each stage of the rental process to create a consistency in internal and external communications. The customer journey provides a clear visibility of the user through both current products and assists with the development of future products and services. It has been used in all design and business developments since.