User Journey

User Journeys

Sample: The New York Public Library

The maps of user journeys depict the steps one must go through to find, borrow and read an eBook. The journeys reflect the nature of the partner library implementation of eBook access for their combined collection. Sometimes these journeys begin online through a web interface on a PC, through a mobile optimized Online Public Access Catalogue (OPAC) or through the native client application provided by the eBook vendor or OPAC provider.

Sample Journeys

User Stories

Finding a book

Role / Persona
  1. As an Existing User
  2. New user
Desired Feature
  1. I want to connect my library account easily
  2. Search available titles
  3. Get recommendations from Library
  4. Connect to my 3rd party book clubs (Good Reads, etc.)
  5. Create "Wish Lists"
  6. See titles that are available
  7. Get a physical copy of the book if the digital version is not available
Value / Benefit
  1. So that I don't have enter information again
  2. So that I can get eBooks that I already know about
  3. So that I find something good to read
  4. So that I find something good to read and save that information
  5. So that I can remember to borrow them at another time
  6. So that I can get something to read immediately
  7. So that I can read the book I would like to read

Borrowing a book

Role / Persona
  1. As an Existing User
  2. New User
Desired Feature
    Existing User
  1. I want the app to remember my library card
  2. I want to know how long I have to wait for a book
  3. I want to download book immediately without opening another application
  4. I want to know how long I have left to read the book
  5. I want to be able to cancel my hold
  6. I want to be able to return the book early
  7. I want to be able to sample the book before borrowing
    New user
  1. I want to be able to get a book without a library card
  2. I don't want to go to the library to get a library card or to borrow a book
  3. I want to know how long I have to wait for a book
  4. I want to download a book immediately without opening another application
  5. I want to know how long I have left to read the book
  6. I want to be able to cancel my hold
  7. I want to be able to sample the book before borrowing
  8. I want to see what's popular or a best seller
Value / Benefit
    Existing User
  1. So that I don't have enter information again
  2. So I know whether to find a different book
  3. So I don't have to learn a new application
  4. So I can finish the book
  5. So someone else can get the book sooner
  6. So I know if I would like to borrow the book
    New User
  1. So I don't have to go to the library first
  2. So I don't have to inconvenience myself
  3. So I know if I can get the book when I want to read it
  4. So I don't have to open another app or download another app
  5. So I can finish the book
  6. So others can use the book
  7. So I know if I would like to boorow the book
  8. So I can borrow books I may want to read