Introduction

Following the development of personas, initial user journeys were created to map out how different users experience the process of designing and furnishing their home.

The aim of these journeys is to visualise the steps users take, identify key moments of friction, and highlight where support is needed.

These journeys focus on the decision-making process rather than specific features, allowing for a clearer understanding of user behaviour across time.

Journey structure

Each journey is broken down into four key stages:

• Pre-Planning → Initial thoughts and expectations before starting
• Planning → Gathering ideas and beginning to make decisions
• Decision-Making → Comparing options and committing to choices
• Post-Decision → Living with decisions and reflecting on outcomes

This structure helps identify how user needs change throughout the process.

Journey 1 — First-time buyer (Emily)

Overview

Emily is starting from an empty space and needs to make multiple decisions across all areas of her home.

Her journey is defined by uncertainty and the need for reassurance.

Journey breakdown

Pre-Planning