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User Research
User Journeys
User Journey barriers
Stakeholder role
Step
1.Referral
4
2.Consider options
4
3.Shared decision
4
4.Attend
3
5.Participate
2
Barriers
Barriers
Barriers
Barriers
Barriers
Service users
5
Difficult to know what activity sessions are availableClient isn’t interested in doing physical activity, too many other problems
Not enough local activity sessions can be found
Don’t trust information that exists Client lacks confidence, has anxiety, embarrassed so needs hand-holding to attend
Need to know if activity appropriate to client needs
Frontline workers
5
Don’t see referral into exercise as their role
Difficult to know what activity sessions are availableNeed to understand exactly what the activity/service is offering to ensure client can copeClient isn’t interested in doing physical activity, too many other problems
Not enough local activity sessions can be found
Don’t trust information that exists Client lacks confidence, has anxiety, embarrassed so needs hand-holding to attend
Need to know if the providers can cope with needs of the cohortsNeed to know if activity appropriate to client needs Frontline workers lack confidence and skill set to motivate client to be active
Activity providers
1
Not even heard of OpenActive, nevermind find a way onto OpenActive feedNeed to understand exactly what the activity/service is offering to ensure client can copeNeed to know that demand exists before new businesses or sessions will be set up
Managers
2
Need to know that demand exists before new businesses or sessions will be set up
Application Provider
4
Need to know that demand exists before new businesses or sessions will be set up
Journey Step
Step
Task
Description
1
1.Referral
Receive Triage
This is the step when a referral is received but may be triaged to another service
2
2.Consider options
Research | Assessment | Discussion |
This is were a discussion/assessment of client needs to then research what might be appropriate.
3
3.Shared decision
Suitability | Availability | Book |
This is a discussion as to identify suitable and available options and choose which to book
4
4.Attend
Travel | Sign in | Support |
This getting to the activity and being ready/ catered for to participate
5
5.Participate
Support
This is actually participating in the activity with any support necessary
6
6.Outcome
Seedback | Measure | Sustainability |
This is measuring progress, gaining feedback and sustaining attendance
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