Unpacking how users find and engage with your product is a goldmine of insights. From the first spark of interest to recommending it to others, each step reveals what makes them tick. Here’s a quick guide to help you make your product even better.
Unpacking how a user discovers a product and then actually engages with it is a powerhouse of insights for any company that wants to build better products for the right user persona. The journey from buyer to user marries context with workflow needs. Together they hold the key to product and marketing insights because they reveal the whole gamut of influences, competitive considerations, internal biases, brand perceptions and usage habits that shape how a user actually interacts with something.
Here are some key milestones and related questions that can help.
Key touchpoints of a buyer’s journey:
The job-to-be-done is the key objective behind a buyer’s journey. What is the buyer “hiring” a product or service for? Some questions to ask your user:
Trigger is all about knowing how and when your user learned about your product. Some questions to ask your user:
Before a user decides on using a product, there is always some consideration involved. You can think of this phase as one focused on research and doing one’s homework. Some questions to ask your user:
At this juncture your user has decided to go for your product and they are taking action to enact that decision. Some questions to ask your user:
From here on out, we get into the user journey part. This journey is anchored in milestones around actually using a product/service.
(P.S.- Here's a handy little User Journey Mapping Blueprint that we personally use at Poocho to give you a jump start 🤸♂️)
Key milestones of a user’s journey:
At this stage we are curious about what the first impressions of a new product or service are like. Some questions to ask your user:
This stage tracks the different scenarios when your product is used by a user. Some questions to ask your user:
This stage tracks the experiences of your users when they engage with your support services. This could include FAQs, documentation, chatbots, emails and customer support. Some questions to ask your user:
In this milestone we are interested in what happens after a user has engaged with your product or service. Do they stick around? Do they renew or leave your product? Some questions to ask your user:
Understanding user experiences around referral may indicate the type of social network users have and also the emotional connection loyalists have to your brand. Some questions to ask your users:
🔥Have a burning research question? Talk to us.
Cover Image by Anna Shvets