Case study: Mitsubishi

Armed with the information we gathered during the empathy phase, we begin to sketch out the sequence of activities required to achieve their goal. In our case, purchase a car or gather information about a vehicle.

So breaking down the process into the steps as clarified before, we had to identify: The emotional trigger, desired outcome, existing knowledge, required knowledge and any artefacts needed during the course of the task for each scenario from our user research, and repeat the task analysis process for each one.

I then broke down each task into subtasks and provided user-stories that provided context to each action that can be lost in the diagram.

Once we were happy with the work, we reviewed this with the client and created our final 23 scenarios or tasks the site had to achieve for it to meet every user need the business aimed to fulfil.

RESULTS - Informed our Information architecture (IA) - allowed us to optimise and guide the development teams data stack.