Jason Ryan shows how UX can inform business strategy through customer knowledge, journey mapping and measures spanning acquisition, engagement and advocacy.
People
Jason Ryan
Methods
Product StrategyDefine the product problem and desired outcome, compare viable options, and make explicit trade-offs to select a direction. Use those choices to guide subsequent plans and priorities.
Journey MappingJourney mapping brings research about people’s experiences into a shared visual account of stages, actions, thoughts and feelings. It is useful when a service spans multiple steps, teams, places or touchpoints and you need to see where those parts fail to connect. Collect accounts from several users before mapping. Arrange their experiences over time, identify common stages and highlight problems and dependencies. Work with the team so the map informs decisions. Preserve meaningful differences between journeys rather than forcing every participant into a single path; revise the map as further research changes your understanding.
Product AnalyticsUsing behavioural data from products — events, funnels, retention — to understand how people actually use features and where they drop off, informing design and personalisation decisions.