Research or User Journey?

almost 4 years ago from

Hello all,

I just wanted to get some feedback on which steps to take first.

Should I conduct some interviews with my users to find out what problems there facing etc


Should I create a better IA/User Journey mapping of our current product?

What advice would you guys give me?


  • Tim Knight, almost 4 years ago

    I would ask you what would you base your "better IA/User Journey map" on if you hadn't talked to anyone about their experience with the product first?

    Creating User Journey maps are a great tool for discovery but in my opinion, they should come later in discovery. Starting off, my advice would be to frame the problems users have. Conduct interviews with users and stakeholders, do domain research, user research, competitive analysis, and watch people use the current product. That'll help you start seeing the product from a different perspective.

    What could be helpful for you during your research process would be to have the current user journey outlined if you don't have it already. You can use that as a reference during research to see (and document) where bottlenecks might currently be.

    2 points
    • Jahit JJahit J, almost 4 years ago

      Thanks for your response, its really helpful :).

      What kind of questions should I ask like generic questions to find out what problems users are having?

      Sorry for the silly questions!


      0 points
      • Tim Knight, almost 4 years ago

        I think it's really going to depend on the type of product you have. Whether it's an internal product or a customer facing product. I like to ask about scenarios regarding the product... things that start with "tell me about a time when [you did]..." to get them thinking about how they use the product. Sometimes just asking "is there an area where you struggle using the application?" can be helpful. It's also going to depend on what you're trying to learn. Are you trying to improve registrations and onboarding for new users? Then you might want to specifically talk to a group of new users and get them talking about what was going on for them when they decided to start using your product.

        So it really does depend. However, just be sure to be a good listener, don't try to explain or solve there problems during the conversation... like, "oh you just need to go to this screen and click on this." Don't do that. Just note it down.

        There are a lot of great books out there that address similar issues. You might consider checking out "Just Enough Research" and "Validating Product Ideas."

        Definitely not a silly question. These are common questions that everyone thinks about when trying to learn more about their users.

        2 points
    • Torah Bright, almost 2 years ago

      Thanks, Tim. I appreciate your perspective. Sound advice.

      1 point