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User Journey Map

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User Journey Map: Virtual Number Purchase and Verification

1. Searching for the Virtual Number (Action 1)

Task List:

Select the desired category for numbers.

Search for available virtual numbers.

Browse features and prices.

Feeling & Adjective:

Curiosity and excitement upon discovering the different available options.

Feeling of ease and simplicity during the browsing process.

Improvement Opportunities:

Improve interface design to facilitate the search process for numbers.

Add advanced filters to sort numbers by country or desired service.

Provide personalized suggestions based on previous usage or geographic location.

2. Selecting the Number and Completing the Purchase (Action 2)

Task List:

Select the appropriate virtual number.

Complete payment details.

Confirm the purchase.

Feeling & Adjective:

Confidence in choosing the right number, but some concern about payment security or success.

Improvement Opportunities:

Offer more diverse and easy-to-use payment options (e.g., Apple Pay, Google Pay).

Add a payment status tracking feature to reduce anxiety.

Provide instant notifications to confirm the successful purchase.

3. Receiving the Virtual Number (Action 3)

Task List:

Receive the purchase confirmation message.

Display the virtual number in the user’s account.

Guide the user through the next steps to use the number.

Feeling & Adjective:

Relief and reassurance after successfully receiving the number.

Clarity if the user is clearly directed to the next steps.

Improvement Opportunities:

Send an instant notification (via email or app) confirming the purchase.

Provide a simple guide for the next steps to use the number.

Offer direct assistance or links to help articles if any issues arise.

4. Attempting to Use the Number for Verification (Action 4)

Task List:

Enter the virtual number in the external service (e.g., website or app).

Wait for the verification code or confirmation.

Feeling & Adjective:

Anxiety while waiting for the verification code.

The user may feel frustrated if the process is delayed or fails.

Improvement Opportunities:

Offer instant verification services to improve the user experience and reduce waiting times.

Provide real-time notifications to inform the user of any delays or issues with the process.

Add a virtual assistant or live support service to resolve issues in case of verification failure.

5. Completing the Verification (Action 5)

Task List:

Receive the verification code and enter it successfully.

Complete the verification process successfully.

Use the virtual number for other purposes after verification.

Feeling & Adjective:

If successful: Satisfaction and a sense of achievement.

If unsuccessful: Frustration and possibly disappointment.

Improvement Opportunities:

Provide a smoother user experience in the verification process.

Improve the user interface to clearly explain each step in the verification process.

Offer direct support or an automatic solution in case of verification failure.

⁠

User Journey Map 2: Mobile Credit Recharge

1. Opening the Mobile Recharge App (Action 1)

Task List:

Open the Numero platform’s mobile recharge section.

Browse through available recharge options.

Feeling & Adjective:

Convenience from accessing the service without visiting a physical store.

Eagerness to quickly complete the process.

Improvement Opportunities:

Enhance the app’s loading speed to provide a smoother experience.

Add a quick access feature for frequently used amounts or services.

2. Select Recharge Amount (Action 2)

Task List:

Select the desired recharge amount.

Review the amount before proceeding.

Feeling & Adjective:

Confidence in choosing the right amount, followed by anticipation for quick payment.

Improvement Opportunities:

Offer custom amount options for more flexibility.

Provide recommendations based on past usage or common recharge amounts.

3. Entering Payment Details and Confirming (Action 3)

Task List:

Input payment details (credit card, mobile wallet, etc.).

Confirm the payment.

Feeling & Adjective:

Satisfaction if the payment is processed smoothly, but some concern about security and success of the transaction.

Improvement Opportunities:

Enable one-click payment options (e.g., saved cards).

Provide clear security measures to reassure users during payment.

4. Waiting for Recharge Confirmation and Checking Updated Balance (Action 4)

Task List:

Wait for the confirmation message.

Verify that the balance has been updated.

Feeling & Adjective:

Relief when the recharge is successful, followed by satisfaction at the updated balance.

Improvement Opportunities:

Provide instant transaction notifications to keep users informed at each step.

Introduce a rewards or loyalty program for frequent recharges.

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