user_journeys lq
TRANSCRIPT
User Journey Map: Signing Up & Adding a Child
SAMANTHA, 37HR Manager, Employee RelationsDevices: Smartphone, tablet, and desktop computer at work.
THE STORY.
Jorge, 34Marketing Communications RepresentativeDevices: Smartphone, personal laptop computer and desktop at work.
Children: Hailee, 12 and Brenden, 8
After a long, draining day at the office, Samantha picked her children, Hailee and Brenden, up from school. They opened the van door and instantly complain that they are starving. Samantha doesn’t understand why her children are starving when she packed their lunches in the morning.
Hailee informs her that Dad (Jorge) had been rushing them to get out of the house so he wouldn’t be late that they forgot their lunches on the counter. Hailee tells her mom that a friend bought some food in the cafeteria using an app called Lunch Money Buddy. She continues to explains what she knows about the app and mentions that most of the kids in her class use it on their smartphones instead of carrying around money all day.
After a scornful dinner, Samantha and Jorge search for Lunch Money Buddy in the app store.
This w
ill be
perfe
ct fo
r
our b
usy s
ched
ules.
I can
not w
ait to
see w
hat t
he
scho
ol ha
s plan
ned f
or m
y kids
.
I hop
e this
app’s
easy
to le
arn.
I migh
t wan
t to
write t
he lo
gin an
d
passw
ord d
own.
Anoth
er ap
p to
figur
e out
...
Oh n
o, we g
ot to
get t
he sc
hool
code
.
Thank
God
they
adde
d the
find b
utto
n.
This is
too
easy.
Bette
r use
my e
- it’
s eas
y to
rem
embe
r.
This is
a sim
ple si
gn up
.
I’m no
t rea
lly su
re w
hat t
o do
.
Wha
t is a
scho
ol co
de? H
ow am
I su
ppos
e
to fin
d it?!
?
Now, t
hat b
oth k
ids ar
e ent
ered
in, le
t’s
see w
hat e
lse w
e can
do.
I’m no
t sur
e how
I fee
l abo
ut tr
ustin
g this
app w
ith m
y mon
ey.
Is it
secu
re?
At lea
st th
ere a
re fa
mila
r ico
ns.
Thoughts& Feelings
SatisfiedHappy
DisappointedSad
Stages of the Journey
Activities
DISCOVERY SIGNING UP ADDING A CHILD COMPLETION
Jorge’s Emotions
Samantha’s Emotions
DisappointedSad
Samantha downloads Lunch Money Buddy on her smartphone.
They sign up using Jorge’s email address and select a password.
They are greeted with the home screen. They notice an Add Child Button. Once selected, the app prompts them for information regarding the child:
NameGrade
School Code
After entering in Hailee and her grade, they are unsure of the school code. So instinctly, they use the Find School Code button and search for her elementary school by zip code or state and then search-ing through the list of schools.
They confirm the correct school, and are taken back to the home screen with Hailee’s information now available. From here, the repeat the process to add Brenden.
Both children’s information are available on the home screen. They notice they can add an image for each child and upload their favorite image from the phone’s photo gallery. Now, they are ready to begin adding funds for school lunches.
Samantha’s EmotionsSamantha’s Emotions
Jorge’s Emotions
Samantha’s EmotionsSamantha’s Emotions
Jorge’s Emotions
This is
pret
ty si
mple
. I ca
n see
why
the p
aren
ts
are u
sing t
his ap
p.
Both k
ids ar
e ent
ered
in!
Anxiou
s
Confus
ed
Excit
emen
t
User Journey Map: Checking the Calendar & Adding Funds
SAMANTHA, 37HR Manager, Employee RelationsDevices: Smartphone, tablet, and desktop computer at work.
THE STORY.
Jorge, 34Marketing Communications RepresentativeDevices: Smartphone, personal laptop computer and desktop at work.
Children: Hailee, 12 and Brenden, 8
Now that both children have been added to Lunch Money Buddy, Samantha and Jorge want to see what meal the school has planned for this
Friday. They usually give the children enough money for one school lunch each week.
Samantha is curious if the school updates the app weekly or if the meals are set in stone for the school year. They both feel this will better
determine if they’re willing to give Hailee and Brenden more money per week, thus saving them a lot of time late at night or in the mornings
preparing their lunches.
Whe
re do
I fin
d out
abou
t the
food
they
will
be fe
eding
my k
ids...
I love
, love
, love
this
calen
dar.
Is th
is ho
w we a
dd th
e fun
ds?
Are w
e doin
g this
corre
ctly?
You c
an se
t whe
n the
fund
s will
be w
ithdr
awn!
I sta
rting
to lo
ve th
is ap
p mor
e and
mor
e.
Wish
som
eone
wou
ld ha
ve sh
own u
s this
earli
er.
I love
that
I am
able
to re
ceive
conf
irmat
ions o
f my
trans
actio
ns.
Oh.
Calend
ar bu
tton t
hat m
akes
sens
e.
I won
der i
f the
y upd
ate t
his re
gular
ly.
The ki
ds ar
e goin
g to
defin
etely
wan
t to
eat
on Fr
iday.
How am
I go
ing to
keep
up w
ith th
is ap
p.
I’m so
glad
that
we c
an si
mply
use t
he sa
me
acco
unt t
o tra
nsfer
over
fund
s. No
mor
e
bank
runs
for c
ash!
Took
less
than
five m
inute
s.
This is
too
easy
- I c
an ge
t use
d to
this.
Simple
and c
onve
nient
.
One
less
stres
sful t
hing t
o do
ever
y wee
k.
Great
! Now
, we w
ill kn
ow w
hen i
t’s Fi
esta
day e
very
mon
th.
Sligh
tly O
verw
helm
ed.
Curiou
s.
Excit
emen
t.
Lost.
Confid
ent.
Opt
imist
ic.
Joyfu
l.
Thoughts& Feelings
SatisfiedHappy
DisappointedSad
Stages of the Journey
Activities
HOME CALENDAR & STAR A MEAL ADDING FUNDS FOR HAILEE & BRENDEN CONFIRM TRANSACTION
Jorge’s EmotionsJorge’s Emotions
Samantha’s Emotions
On the home screen, Samantha and Jorge wonder where they can view the upcoming lunch-es. Samantha notices a Calendar button on the command bar.
The Calendar page is set to show the current month with the current day highlighted. She clicks through each day of the coming week and the app displays the corresponding menu for each day.
This friday is listed as Fiesta Friday! They both know Hailee and Brenden love mexican food, so they select the star icon to mark Fiesta Friday as a favorite meal for future reference. Each Fiesta day there after is updated with a star next to the date.
She selects Add Funds on the command bar. She selects Hailee as the benefi-cary, but the app informs her that a bank account hasn’t been set up yet. She selects Add New Account and Jorge reads off his credit card information and they both confirm to save account for future use.
Once confirmed, the new account is automatically select-ed as the default in Hailee’s funds profile. Samantha choos-es to add $15.00 to Hailee’s account. Jorge, suggests to select the option that would allow the money to be deposit-ed Friday morning just in time for Fiesta Friday.
Samantha confirms that the funds will be delivered on Friday morning into Hailee’s Buddy account. She proceeds to do the same with Brenden’s account.
They finish up adding funds to Brenden’s Buddy account and opt to receive an email confirmation for both transactions for their-records. She may, if she wishes, turn the email confirmations off in her profile settings.
DisappointedDisappointed
User Journey Map: Checking On Subsidy Status & Deleting Credit Card Information
THE STORY.
HENRY, 70Sales Manager, RetiredDevices: Smartphone, eReader& a desktop at home.
JOE, 14Devices: Smartphone & Laptop.
User Journey Map: Checking On Subsidy Status & Deleting Credit Card Information
THE STORY.
HENRY, 70Sales Manager, RetiredDevices: Smartphone, eReader& a desktop at home.
JOE, 14Devices: Smartphone & Laptop.
Henry downloaded Lunch Money Buddy for Joe’s last year before he heads into his freshmen year of high school. The state has subsidized Joe’s meals at
school based off of Henry’s income, but unfortunately they do not give Joe enough money to last him all week. Every Thursday, Henry deposits addition-
al money to cover that day’s lunch as well as Friday’s lunch.
This is Joe’s last two weeks of school and recently, Henry received a letter about his subsidy amount being lowered drastically. He called the school, but
the office was closed. Joe reminded him that you can check the status in Lunch Money Buddy. As well as checking the status, Henry believes he will have
to switch his accounts to pay for the last two weeks of Joe’s lunches.
I’m gl
ad I
got t
hat t
aken
care
of.
I nee
d to
keep
a wat
chful
eye o
n my
funds
thes
e nex
t few
wee
ks.
I like
that
the a
pp as
ks m
e if I
would
like
to se
t up a
n aut
o re
plenis
h. I w
onde
r how
I cha
nge t
hat i
n the
futu
re if
I do
want i
t.
No m
atte
r how
man
y tim
es I
use
this
app,
I find
mys
elf gu
essin
g eve
ryth
ing
I nee
d is i
n the
prof
ile m
anag
emen
t sec
tion.
It is
reall
y nice
that
the s
choo
l
upda
tes m
y sub
sidy i
nform
ation
if
it ch
ange
s.W
ow...t
hat’s
not e
noug
h mon
ey
to ge
t Joe
thro
ugh t
wo da
ys, le
t alon
e
a full
wee
k of lu
nche
s.
I hop
e the
high
scho
oluse
s Lun
ch M
oney
Buddy
.If
I did
this
once
, I ca
n sur
ely do
it ag
ain..
Now, I
rem
embe
r, an
d man
, was
that
easy
to do
.
Let’s
hope
I re
mem
ber h
ow to
set u
p
a new
acco
unt.
Conte
nt.
Accom
plish
ed.
Satis
factio
n.
Frus
trate
d..
Unsur
e.
Thoughts& Feelings
SatisfiedHappy
DisappointedSad
Stages of the Journey
Activities
PROFILE MANAGEMENT CHECKING ON SUBSIDY STATUS DELETING ACCOUNT ADDING NEW ACCOUNT CONFIRMATION
While on the home screen, Henry chooses Profile Management on the top right corner of the app. Henry selects Subsidy Status.
The app reveals that his subsidy was lowered to $21.00 a week effective on May 15th, 2016.
Henry fears that the card he set up over a year ago doesn’t have enough money on it to give Joe the money he will need to finish out the school year, so he backs to the home screen and chooses Accounts in the Profile Management sec-tion.
The Accounts section, lists the one credit card that was set up earlier this year. Henry selects the card info drop down menu, and proceeds to delete the stored card information. The app proceeds to ask if he is sure, and Henry confirms.
Henry selects add new account, and enters in his debit card information. Lunch Money Buddy prompts if Henry would like to set up autoreplenish weekly, Henry decides that he wants to enter it manually for these last two weeks of school to keep track of his spending.
After confirming the new card, Henry can now add additional funds to Joe’s account whenev-er he needs too.
I’m gl
ad I
got t
hat t
aken
care
of.
I nee
d to
keep
a wat
chful
eye o
n my
funds
thes
e nex
t few
wee
ks.
I like
that
the a
pp as
ks m
e if I
would
like
to se
t up a
n aut
o re
plenis
h. I w
onde
r how
I cha
nge t
hat i
n the
futu
re if
I do
want i
t.
No m
atte
r how
man
y tim
es I
use
this
app,
I find
mys
elf gu
essin
g eve
ryth
ing
I nee
d is i
n the
prof
ile m
anag
emen
t sec
tion.
It is
reall
y nice
that
the s
choo
l
upda
tes m
y sub
sidy i
nform
ation
if
it ch
ange
s.W
ow...t
hat’s
not e
noug
h mon
ey
to ge
t Joe
thro
ugh t
wo da
ys, le
t alon
e
a full
wee
k of lu
nche
s.
I hop
e the
high
scho
oluse
s Lun
ch M
oney
Buddy
.If
I did
this
once
, I ca
n sur
ely do
it ag
ain..
Now, I
rem
embe
r, an
d man
, was
that
easy
to do
.
Let’s
hope
I re
mem
ber h
ow to
set u
p
a new
acco
unt.
Conte
nt.
Accom
plish
ed.
Satis
factio
n.
Frus
trate
d..
Unsur
e.
Thoughts& Feelings
SatisfiedHappy
DisappointedSad
Stages of the Journey
Activities
PROFILE MANAGEMENT CHECKING ON SUBSIDY STATUS DELETING ACCOUNT ADDING NEW ACCOUNT CONFIRMATION
While on the home screen, Henry chooses Profile Management on the top right corner of the app. Henry selects Subsidy Status.
The app reveals that his subsidy was lowered to $21.00 a week effective on May 15th, 2016.
Henry fears that the card he set up over a year ago doesn’t have enough money on it to give Joe the money he will need to finish out the school year, so he backs to the home screen and chooses Accounts in the Profile Management sec-tion.
The Accounts section, lists the one credit card that was set up earlier this year. Henry selects the card info drop down menu, and proceeds to delete the stored card information. The app proceeds to ask if he is sure, and Henry confirms.
Henry selects add new account, and enters in his debit card information. Lunch Money Buddy prompts if Henry would like to set up autoreplenish weekly, Henry decides that he wants to enter it manually for these last two weeks of school to keep track of his spending.
After confirming the new card, Henry can now add additional funds to Joe’s account whenev-er he needs too.
User Journey Map: Removing All Remaining Funds & Delete Lunch Money Buddy Account
THE STORY.
HENRY, 70Sales Manager, RetiredDevices: Smartphone, eReader& a desktop at home.
JOE, 14Devices: Smartphone & Laptop.
It’s the end of the school year for Joe, which means after summer, he will be a freshman at St. James High School. Henry already heard from parents that the high school doesn’t use or accept Lunch Money Buddy.
Henry wants to move any remaining funds from Joe’s account back onto his debit card. Once the money has been transfered over, he will delete his beloved Lunch Money app. Although, he will be pushing to impliment it at the high school PTA meetings, he will just have to wait to see if they choose to adopt it or not.
I thin
k I kn
ow w
here
to go
.
Deter
mine
d.
Savv
y.
Sadn
ess.
Thoughts& Feelings
SatisfiedHappy
DisappointedSad
Stages of the Journey
Activities
PROFILE MANAGEMENT TRANSFER FUNDS DELETING LUNCH MONEY BUDDY SAYING GOODBYE
While on the home screen, Henry chooses Profile Management on the top right corner of the app. Henry selects Accounts.
While in Accounts, Henry chooses to Transfer Funds. He selects Joe’s remaining balance of $34. 32 to be moved onto his debit card with the last four numbers of 9967.
Henry confirms the transfer, and Joe has a remaining balance of zero. Henry proceeds to the home screen, and navigates through Profile Management until he sees Delete Lunch Money Buddy Account at the bottom of the options.
Henry already balanced out his account, if he didn’t Lunch Money Buddy would pop up a warning message stating that the user must transfer any remaining balances before deleting an account.
Henry confirms that he does, in fact, want to close his Lunch Money Buddy account for good. The app informs the user that it is sad to seem them go, but they understand children grow up so fast!
Henry for the first time in a long time is greeted with the login screen and a welcome message from Lunch Money Buddy.
Sligh
tly C
onfus
ed.
Sent
imen
tal.
I hav
e nev
er tr
ansfe
r fun
ds ba
ck in
to
my acc
ount
befo
re.
I’m go
ing to
have
to ta
ke a
minu
te
to fig
ure t
his o
ut.
All I ha
d to
do w
as sl
ide m
y fing
er ov
er to
the
full a
mou
nt an
d con
firm
to tr
ansfe
r the
fund
s
over
. Tha
t’s si
mple
enou
gh.
I hav
e no
idea h
ow to
delet
e my a
ccou
nt.
I’ll go
whe
re I
alway
s go.
Luck
y I al
read
y tra
nsfer
the f
unds
over
.
I love
whe
n I do
thing
s righ
t the
first
time.
I can
not b
eliev
e Joe
will
be in
high
scho
ol.
I’m cu
rious
on h
ow th
e high
scho
ol su
bsidi
zes
the m
eal p
lans.
I’m go
ing to
miss
you b
uddy
.
I’m go
ing to
try a
nd co
nvinc
e the
high
scho
ol to
use L
unch
Mon
ey B
uddy
.