American Cancer Society Prevent 20 (P20) Program
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Challenge
Teach journey mapping and design thinking to UX students through a real-world project. A secondary challenge was convincing our American Cancer Society stakeholder that user experience methodologies would create useful artifacts.
Solution
I taught user research methodology by leading my students in journey mapping the ACS Prevent20 partner experience. I lead a skeptical stakeholder through a process that encouraged him to see the journey through the user’s eyes, mapping major actions and pain points.
To simplify the experience and create a more cohesive picture, I combined the 3 stages of partnership into a single persona. I lead the Cancer Society representative through a series of questions that enabled him to build empathy for the user.
Learnings
The experience of participating in a journey mapping session instrumental in helping to communicate the role of user experience and human centered design thinking to the project stakeholders. By the end of the project, even though the resources weren’t available to move forward with the designs in the final project, the team we worked with at ACS became a willing participant and supporter of UX and design thinking.
This is an example of why I always advocate involving stakeholders in research and design activities. It’s a great way to put the “stake” in stakeholder.
User Journey Map
Click the image below to view it in large format
Additional Images
Here is a photo of the whiteboard from the working session we had with project stakeholders from ACS to sketch out a full user journey.
We were able to capture the key points of the journey, and associate each point with a typical emotional state. These images were used to build the full user journey map.
‘The Roadmap to Success’ was the result of quick brainstorm exercise using storytelling to convey information through a visually interactive user flow