Page 38 - Process Book Abdul Raffai Waqar

DEFINITION PHASE

Ch 03
Experience Map

Persona 1: Junaid Ahmed’s Travel Experience Map Persona 2: Lauren Jank’s Travel Experience Map

Air Travel Phase Experience Emotions Air Travel Phase Experience Emotions

Online Frustrated to swap between Online Frustrated as she can not compare
Bookings different booking sites. Bookings prices properly and plan.

Packing & Confused on what to pack and Packing & Is lost on how much she should
Documentations what documentation is necessary. Documentations pack for a family tourist trip.

Airport Check-In Anxious and scared about doing Airport Check-In Recalled the airport process from
& Security something wrong. & Security. previous travel so had no problems.

Airport Bored while waiting and worried Airport Busy in looking after her kid and
Activities about his luggage. Activities luggage while waiting.

Airplane Enjoys the view from airplane and Airplane Excited to finally visit Iceland and
Journey happy to finally be on the way. Journey enjoy the family trip.

Arrive at Confused about the next steps Arrive at Anxious about luggage collection
Destination and immigration. Destination and transport.

Post Travel Bought Sim and looked for his Post Travel Reached hotel and happy to
Activities airport transport. Activities finally start exploring Iceland.

Destination Overwhelmed at arriving in a new Destination Happy to arrive but also frustrated
Information country and culture. Information to track her plans on different apps.

Research & Design Project | Definition Phase