6-8 September 2017, McGrath Centre, St. Catharine's College

Let me take you on a journey…

A 45 minute Case Study by:

Amy Shore


About this Case Study

A journey needs to meet the expectations of a wide variety of users with diverse backgrounds. Focusing on 3 core journeys - purchase, registration and functional - I will discuss the differing emotional requirements that users have from entry point to exit. What are their expectations? How do they feel as they progress through the journey? And ultimately, how can we design an experience that supports those needs?

There is a basic set of requirements applicable to all journeys:

  • honesty and transparency
  • comprehension
  • security and control
  • validation and feedback

Each of these requirements can be translated in many ways (visual design, signposting, copy etc). I will provide examples of how these requirements can be met. I’ll address ways to speak in users' language, how to increase the perceived level of comfort, security and aid comprehension across both simple and complex user journeys.

In addition to user requirements, business requirements cannot be overlooked. There is a delicate balance of the customer vs the business. I’ll address ways to avoid an imbalance and a negative impact on the users’ perception of the brand.

About the Speaker

Amy Shore is a UX consultant at Foolproof. She works within project teams, managing and delivering a range of user experience projects. Her day-to-day responsibilities vary depending on what stage the team is at in the delivery of a project. However, her focus is around gathering customer insight and developing findings into informed recommendations, which provide value for both clients and their customers.

Amy's job allows her to channel her creativity and curiosity into considered design solutions that will ultimately enhance user experiences.

Before Foolproof, Amy worked for 7 years in the retail industry across a number of roles. Within Foolproof, she is expanding her experience of the retail landscape and the multichannel experiences that it creates for customers. She enjoys exploring the interactions that people have journeying across the digital and physical spaces and how they can be optimised to provide the best user experience.


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