🗺️ Step 1: Define Key Digital Journeys
Map the critical SayPro user flows (one per service line):
| Journey Name | Entry Point | Goal |
|---|---|---|
| 📚 Course Enrollment | SayPro Courses home → filter → course page → signup → access dashboard | |
| 💼 Job Application | SayPro Jobs → search → job details → apply → confirmation | |
| ❤️ Donation Flow | SayPro Fundraise → browse causes → select → donate → receipt | |
| 📢 Classified Posting | SayPro Classified → post ad → select category → publish | |
| 🌍 Mobile Onboarding | SayPro App install → login/signup → navigation → first feature use |
🔍 Step 2: Validate Journey Maps with Real Data
Pull actual user interaction data from analytics tools (Google Analytics, Mixpanel, Amplitude):
| Metrics to Track | Why It Matters |
|---|---|
| Drop-off rate per step | Identifies abandonment points |
| Time-on-step | Flags confusion/friction |
| Completion % | Shows journey effectiveness |
| Click heatmaps | Reveals misaligned UI focus |
| Device/browser type | Isolate mobile-specific bottlenecks |
⚠️ Step 3: Identify Bottlenecks and Friction Points
Use the data to annotate your journey maps with real user issues. Example:
🧭 SayPro Course Enrollment Journey – Bottleneck Insights
| Step | Observed Bottleneck | Cause | Fix |
|---|---|---|---|
| Course Search | High bounce rate on filter page | Cluttered UI, irrelevant default results | Simplify filter UI, add “most popular” sort |
| Signup Form | 42% drop-off | Long form, too many fields | Break into steps, auto-fill for returning users |
| Post-Signup | Low course start rate | Users don’t see where to begin | Auto-redirect to dashboard + add onboarding tooltip |
🧪 Step 4: User Testing for Confirmation
Conduct task-based testing with real or test users:
| Example Task | Tool | Insights |
|---|---|---|
| “Find and enroll in a digital marketing course” | Maze, Useberry, Lookback | Track confusion, hesitation, backtracking |
| “Donate to a cause in 3 minutes” | Internal QA run | Test speed, mobile responsiveness |
| “Apply for a job” | Browserstack + user screen share | Measure form clarity, resume upload UX |
Look for:
- Users asking “What do I do now?”
- Unexpected clicks or missed CTAs
- Form abandonment or rage clicks
🧩 Step 5: Create Bottleneck Summary Table
| Journey | Step | Bottleneck | Priority | Fix Recommendation |
|---|---|---|---|---|
| Course Enrollment | Filter page | 67% drop after applying filters | High | Preload with top-rated courses |
| Job Apply | Resume upload | 25% fail due to unsupported formats | High | Add supported file type note + fallback text input |
| Donation | Payment step | 31% fail on mobile | High | Optimize gateway UX for mobile, add PayFast/WhatsApp Pay |
| Mobile App | First login | Users confused by dashboard layout | Medium | Redesign layout based on most used services |
📊 Optional Visual Aid: Journey + Bottleneck Heatmap
Use Figma, Miro, or Whimsical to layer analytics over journey steps:
- Red = high drop-off
- Yellow = delay/confusion
- Green = smooth completion
✅ Final Output
You’ll get:
- 🎯 Prioritized list of bottlenecks by journey
- 🧭 Updated journey maps with annotations
- 📉 Data-backed insights for each fix
- 🛠 Suggested experiments or redesigns
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