PROJECT

Luxe is building a logistics platform that will drive the next generation of local real-time services, beginning with parking. Luxe transforms parking from a necessary evil to a daily highlight by allowing drivers to conveniently request a valet, from wherever you are, to park and retrieve your vehicle so you don't have to. 

Our team worked with various Luxe personnel to understand how the various participants in the service interact. We were then able to relate user research with the customers and valets to the journey map. 

Team: Rob Tapella (Project Lead), Kristen Sunde, Laci White

DELIVERABLES

Included in the deliverables were three formats of journey map. The first is a stylized version in Illustrator, which provides an easy-to-read visual snapshot of the current state of the service.

The second and third are digital and analog large post it pages. The digital version is in Google Slides with the steps for all actors, plus user stories for the customer and valet at each step. 

A journey map is a great tool to help understand a service and to find pain points and opportunities for improvement, but in order for it to have maximum utility it must be in a format that is easy to update in a collaborative fashion. The analog version was provided for this purpose.

This project is currently under NDA


  Rob and Laci recording steps in the journey.

Rob and Laci recording steps in the journey.

  Rob and Laci recording steps in the journey.

Rob and Laci recording steps in the journey.

 Initial whiteboard session  

Initial whiteboard session  

  Analog version of the sticky-notes in swim-lanes for each actor.

Analog version of the sticky-notes in swim-lanes for each actor.

 The Google Slides version of the journey map, zoomed out (and blurred)

The Google Slides version of the journey map, zoomed out (and blurred)

  A small snippet of the Illustrator version of the journey map

A small snippet of the Illustrator version of the journey map