Maya Angelou once said, “If you don’t know where you’ve come from, you don’t know where you’re going.” Whilst philosophical in sentiment these words do lend themselves to the approach required for creating a positive user journey and experience. A certain comfort comes from having security in understanding where you are in a process, feeling secure and knowing where you are going – from beginning to end.
In this article we explore why communicating and demonstrating process matters by:
- Examining why as humans we find comfort through a clear process
- Detailing a real–life example championed by the British Design Council of implementing a better process in Accident and Emergency wards and its impact
- Why the mantra “don’t make me think” is relevant
Read, Where have I come from? What do I do now? What happens next? first published by Gareth Dunlop 10.10.2018