Ideal journey maps
User persona
Experienced user - needs community Inexperienced User - needs guidance Chatty User - needs guidance - community Protege user - needs knowledge - community
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App/online
Conflict between an instore app and online. Online allows the creation of a community, saves time and is more likely for people to do it. Instore people could be time pressured and are unlikely to want to take the time to do it. Bringing the guru idea into the quiz and online community. Everyone can become a guru. people can vote to earn you points. different event nights for different levels Eg. From Trip adviser where people earn points and gain levels by providing travel advice for others. The higher level the user is, the more their advice is trusted Trip advisor also has certified travel guides who give advice.
Pain points
A major pain point for this user was that the staff told the to go and talk to another staff member as they didn't know much about a certain type of alcohol (eg. beer). We think that of the staff have specific areas of expertise that this should be visually signaled. We think this is a good insight moving forward with our recommendations.
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