Ola — What happens in between?
I was reading a product blog on helping the user go from state A to state B.
The more structured guide we provide for the user in reaching desired state = the easier it’s for them to do the task = More business value. Do this for your own application and see what you want your user to do and are there enough instructions left for them to connects the dots.
For example: something I do regularly is booking a Ola Cab, so I broke down the “what happens in between” from opening Ola app to reaching destination.
In above mapping you can see a lot of points could sound like personal concerns but they are users journeys since s/he didn’t have the proper help so they have to go through these numerous challenges themselves to reach the desired state.
Whenever the path to the desired state is blurry, the user gets into anxiety. This anxiety can be easily solved by going to the competitor (which we don’t want). Hence, addressing them is important.
In between each state, we can break each concern into it’s own “What happens in between” like:
Finding your ride after it has arrived:
- Calling the driver and asking where he is. Then asking him to come in front of specific location like a shop or signal. Still when you can’t find him raise your hand and asking if he can see your raised hand.
- Not able to listen to your driver due to traffic noise and sending him chat message. And doing the step 1.
- No able to reach your driver on call or chat message. Search through each cab in vicinity.