Experience Mapping

image
image
image
image

About this project

  • Credit Card Provider

As part of my team's engagement with a major credit card provider, we completed exploratory research to determine the user's journey when shopping and applying for credit cards online.
In a workshop with the client, we then identified the problems users encounter during their experience and developed solution hypotheses for those problems. I took these problems and solutions, along with quotes from user interviews, to create detailed experience maps highlighting areas for optimization.