SVOD User Journey Map
Role: UX Designer
Responsibilities: Conducted monthly check-ins with the Customer Care Manager to document common reasons for calls, customers’ verbatim, and pain points
Team: Done in collaboration with the Customer Care Team
Hallmark Movies Now is a streaming video on-demand service that offers original movies, series, a selection of heartfelt Hollywood favorites, and exclusive content from Hallmark Channel. Currently, it is being streamed on numerous platforms.
Due to the multiple points of entry of the service and subscription growth it was important to create awareness of where the users struggle and enjoy the product.
I collaborated with the customer care team to create a high level visualization of the SVOD users’ experience. This journey map served as a tool to better inform our design decisions and align with business goals and users’ needs.
Exploration of visuals that could be used to represent users’ emotions
User Journey Phases
Each phase was also mapped out and users’ feelings, thoughts and actions were captured
Diagram used for the visualization of the overall SVOD users’ experience
