User Journeys
Transforming experiences through empathy
Sarah Chen
New to SSA
Before: The Frustrated Researcher
Sarah spent 20 minutes searching for membership fees, never found them, and questioned SSA's relevance. She couldn't piece together a complete picture of what SSA offers.
Pain Points:
- 20+ minutes wasted searching
- Couldn't find membership fees
- Questioned SSA's relevance
- Steep learning curve
After: The Confident Recommender
Sarah finds everything in under 10 minutes, feels confident about SSA's professionalism, and recommends membership to her management team.
Improvements:
- Finds all information in <10 minutes
- Clear membership fees displayed upfront
- Feels confident recommending membership
- Complete picture of SSA's value
Impact: 15% increase in new member applications
Journey Flow
Step-by-step transformation
Current State
Sarah spent 20 minutes searching for membership fees, never found them, and questioned SSA's relevance. She couldn't piece together a complete picture of what SSA offers.
Transformation
Modern platform with simplified navigation, streamlined workflows, and intuitive design
Success State
Sarah finds everything in under 10 minutes, feels confident about SSA's professionalism, and recommends membership to her management team.
15% increase in new member applications