Rio Tinto
Personas & Customer Journey

I had been asked to create a set of Customer Journeys for a customer portal. With a keen focus on understanding the users' needs and behaviors, The user journey’s were crafted showing a step-by-step experiences, ensuring that each touchpoint resonated with convenience and value. This undertaking involved a high level of empathy but also presented an opportunity to foster meaningful interactions between the users and the portal, shaping a seamless and delightful journey for each customer.

Research

This research initiative was extended to encompass a comprehensive redesign of the customer dashboard, incorporating intuitive and user-friendly forms that will require completion. As part of this extension, a meticulous set of wireframes was meticulously crafted to visually depict the enhanced user journey, derived from the insightful findings of the initial user journey analysis.

Personas

The process began with the development of detailed user personas, serving as invaluable tools to provide the teams with comprehensive insights into the diverse goals, values, needs, and responsibilities of the users.