User journey maps focus on the visualization of user interactions, thoughts, and feelings. By laying out and examining the touchpoints that custodial staff encountered throughout their shift, we were able to identify areas where implementation of a solution would be ideal. Since we only had time to create one user journey map, our team decided to focus on our custodian persona instead of our supervisor persona, because we felt that the custodian side had more potential for improvement.

In creating our user journey map, we wanted to include important touchpoints and tasks and how they affected Elaine’s thoughts and overall mood throughout the day. Specific feelings associated with each touchpoint and task were also included. After we had a rough idea of what information we wanted on our user journey map, we experimented with various layouts and designs to present this information in the simplest way possible.