User Journey Research - Actionable improvement recommendations
Researching the user experience of a customer’s flight journey at Atmos—a company that designs and manufactures aerial observation and data-gathering solutions. The user journey map methodology was repurposed as a central tool for storing information and mapping a blueprint of a new user's flight experience. All gathered information—such as evidence, notes, and improvement opportunities—is visually connected to each individual step of the journey. The goal was to identify pain points and evaluate the journey’s intuitiveness and usability.
Competences
UX Research
Tools used
Mural
Miro
Figma
Role
UX Researcher
Year
2022
Problem Atmos UAV, serving a global network of drone operators and resellers, faces challenges in prioritising feature implementation due to limited insights into user needs.
Objective Research the customers' flight journey to identify pain points and uncover opportunities for improving the product experience.
Final
Outcome
As the final outcome, I presented my research and visually explained—using the user journey map—how a flight journey with Atmos' drone is currently perceived by users and where the pain points lie. I concluded by presenting actionable improvement ideas to the team, which—after evaluating their priority based on the research and the required development effort—were narrowed down to three key aspects that would immediately improve the user experience.
Reflection
This was my first project when I started working at Atmos. It’s the project where I learned how to properly get in touch and communicate with real customers on a professional level and conduct research on them. Despite the small number of five participants, the selection of customers, in combination with the data from the journey walkthrough, still allowed for the generation of meaningful and decisive insights into a user's flight journey and its pain points. Overall, I am happy with the outcome and its presentation, as it was also highly appreciated by stakeholders. I learned, though, that the work for me doesn’t stop at a project’s wrap-up—I felt responsible for ensuring that the suggested actions to enhance the UX would be implemented. Despite intense cooperation and evaluation with the responsible teams, I constantly needed to convince decision-makers of the priority UX should have within the company, resulting in the eventual implementation of some of the features.