Deepening insights into the user's journey across mobile-first shopping

As a content designer embedded on the global checkout services team at a financial services company, I focused on collaboratively designing solutions in an Agile environment with internal CX&D team partners in product design, visual design and research as well as external stakeholders in product, marketing, and legal. I worked to develop a cohesive user journey for a suite of digital payment solutions involving online shopping.
Let’s explore my process.

Objectives

My main objectives included:

• Reviewing and synthesizing past user journey and persona artifacts to establish a framework for a generic, cohesive user journey
• Identifying key touchpoints in the user journey during the checkout process
• Ideating with a visual designer and the CX&D team at large on ways to develop flexible layouts for user journey workshops and final artifacts

Methodology

I combined discovery, ideation, workshopping and socialization and collaborated with my internal CX&D design team. Workshops included the full team, while ideation on design elements included the team's visual designer. Below are some artifacts from the project.

Success metrics

Success for this project meant internal and external teams would adopt the journey map workshop template along with the final version of the checkout journey map.
‍
Internal outcomes: This journey map template and final version were used to create any product and team journey maps moving forward.
‍
External team outcomes: This work was used as inspiration for other teams across the company. For example, the company's central design team created initial product ideation for the company using this work for several stakeholder workshops.