Designing A Better World

Digital Payment Journey Map

Yesterday in Business Design class I had so much fun synthesizing my group members’ thoughts on paper to document one person’s “Digital Payment Journey” with Venmo. Documenting the customer journey helps us find pain points and imagine how we might redesign the process.

We found the Venmo experience to be pretty smooth and pain-free… probably because I wasn’t the “persona” we were observing. Had I been the subject, we would have run into some password pain points, but that’s another story…


Here are some closeups:


Designing A Better World

Design Challenge: Product Return Journey

Today’s assignment in my Business Design class was to examine the journey of returning a product. Take a look at the image to see what goes through a customer’s mind during this process.