UX Journey process design for Airship campaign
Context
The My Optus app has many ways to engage customers to use and download their apps, one being airship campaigns which involve push notifications, internal splash screens and internal app notification inbox screen designs. As the competition was it's first being done in Airship I was asked to help create a process journey and workshop with key stakeholders to map the end to end process to provide the best experience for the customers but even more provide the business with a clear way to understand from a customers point how they would interact with the notifications.
Problem
- First time the business has used airship to create a competition lead campaign.
- There are limitations to what the airship can do and there needed to be a process that would have the best intentions for the business but more so the best experience for the customers to engage with the compeition.
Objectives
- Workshop with stakeholders and understand the key functions of airship and limitations
- Create a user flow of airship and interactions which capture the best experience a customer could have based off limitations.
Outcomes
- Through the workshops and talking to key stakeholders I was able to provide the best process and journey map design which help stakeholders achieve their goal while still providing the best customer experience based off limitations.
- Stakeholders were able to see end-to-end process with the journey and this help them make better decisions which was more aligned to the customers experience.
High level user flow of airship campaign - first workshop session
Second journey workshop design
Final workshop - Journey map design of airship competition process
