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Example of a Product's User Journey Map

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Q. For the given user goal: "Search a plumber online for repairing purposes". Please fill in the following elements.

 

Solution: 

 

ElementsObjectives
Expectations
  • Find and book time of a plumber nearby either on-demand or scheduled
  • The user would need multiple payments option after the service has been delivered
  • On-time arrival of the plumber
Process
  • An online search for local plumbers
  • Look on existing services such as Urbanclap, Housejoy
  • Search it on the listing platform such as Justdial, Sulekha
Experience
  • Not much information available about the service provider
  • Plumber did not arrive on the mentioned time
  • Task completion took more time than expected
  • Only cash payment was available
Touchpoints
  • Google search results
  • Aggregator/listing company's website
  • Calls to local plumbers
  • Referral from friends/colleagues
Pain Points
  • Less information sharing from plumber end
  • Quality and trust issues with the booked plumber
  • Multiple payment options not available
  • Sometimes extra charges are taken from Plumber. Booking portal (Urbanclap) needs to intervene.
Ideas
  • Listing of verified plumbers.
  • Share all details such as contact number, plumber office location, time of arrival etc, once the booking has been done.
  • Location tracker to know the estimated time of arrival of the plumber.
  • Provide multiple payment options such as UPI, mobile wallets (Paytm, MobiKwik), credit/debit cards, cash etc.