As a digital accessibility technologist at City, University of London, I explored the current user journey (as-is) for a visually impaired student who joined the university in September 24. I looked to identify the opportunities for creating an optimal student experience for someone with a visual impairment. I am currently finalising the to-be user journey.
Step 1: Research
I held numerous sessions with a senior accessibility technologist and the accessibility librarian to understand their interactions with the student and where problems occurred with the student's onboarding. The steps were visualised on cards.
Image 1. Card mapping
Step 2: Event dissection - Formation of the detailed 'As-is' journey
The team then dissected the issues associated with each event, breaking them down by responsibility, expectations, wins, challenges, and wider impact.
Image 2. Detailed 'As-is' journey
Step 3: Formation of the detailed 'To-be' journey
Together we then formulated the ideal 'to-be' journey, again in Excel, noting down any opportunities and remaining questions.
Image 3. Detailed 'To-be' journey
Step 4: Formation of the visual user journey
I then designed a visual representation of the 'to-be' user journey. This was done in PowerPoint. The final stages of the journey are currently being developed.
Image 4. 'Pre-application' stage visual user journey
Image 5. 'Application' stage visual user journey