Margot
Jewelry Maker/Vendor
Age: 33
Status: Single
Pronouns: She/Her
Location: Florida, USA
Motivations
-
Growing her business
-
Spending time with her boyfriend and loved ones
-
Being able to save more money each month
Frustrations
-
Growing her business
-
Spending time with her boyfriend and loved ones
-
Being able to save more money each month
Ideal Experience
-
Quickly access to reliable, tailored advice about how to approach licensing and growing her business based on her situation and industry
-
Ability to browse expert categories with filters
-
Having varying pricing options and choices
-
Safe and secure payment
MARGOT'S USER JOURNEY
FIND EXPERT
HAVE EXPERT SESSION
PAY FOR EXPERT CALL
HAVE FOLLOW-UP CALL
-
Open App
-
Select 'Browse Expert by Categories'
-
Select 'Business, 'Industry> Fashion/Jewelry'
-
Browse available experts and see their credentials, experience, and pricing
-
Select an expert
-
Call Expert via Video Call
-
Tell Expert about scenario and receive detailed advice
-
Take notes on next steps and schedule a follow-up call
-
Hang up video call
-
Have option to leave a review for expert
-
Be prompted to pay via secure checkout
-
Go to 'scheduled calls' in profile
-
Call Expert via Video Call
-
Update Expert about progress made based off advice
-
Take notes on next steps and schedule follow-up call or conclude session
"I like the quickness of finding something relevant, the swiftness of response. Being able to search understandable categories right away from the home screen makes this really easy."
"I like having a line of communication and being able to ask someone, in this specific situation, what would you do and know what they're saying is coming from experience."
"I wouldn't have a problem paying for expert advice, if I was confident they had a reputation for giving good advice. I'm happy to leave a review when I've had a good experience."
"I feel like when I'm brand new to something, I need someone to check in with me each step of the way, especially when it comes to something important like laying the foundation for my business."
Finn
Teacher
Age: 29
Status: Married
Pronouns: Him/He
Location: Illinois, USA
Motivations
-
Improving learning experiences for students
-
Helping his soccer and tennis teams go to regionals
-
More free time to spend with family
Frustrations
-
Not being able to find specific resources
-
Not being able to bounce ideas off someone in his field
-
Spending too much time looking for resources or ideas
Ideal Experience
-
Quickly browse experts by category and filters
Be able to view expert profiles to see their field of expertise, degrees, reviews, etc. -
Short, concise information and resources for download
Immediately connect with an expert in his field face-to-face to share and receive ideas -
Securely download documents, and pay for advice
FINN'S USER JOURNEY
FORMULATE LESSON IDEAS
BROWSE EXPERTS
HAVE EXPERT SESSION
PAY FOR EXPERT HELP
-
Look at curriculum requirements
-
Look at past lessons used
-
Begin searching for existing lessons
-
Open App
-
Select 'Browse Expert by Categories'
-
Select 'Education', 'Special Needs'
-
Browse available experts and see their credentials and experience, and pricing
-
Select a expert
-
View their profile for credentials, experience, available resources for download
-
Call Expert via Video Call
-
Share ideas and take notes
-
Hang up video call
-
Have option to leave a review for expert
-
Be prompted to pay via secure checkout
"Oftentimes searching for advice opens up new paths of research, especially when you're trying to learn something very specific. and more inquiry which is time-consuming and a big drawback."
"It's all about ease of access. If it takes me more than a couple clicks to locate what I'm looking for I'm going to move on so the more organized, and easy to access what I'm looking for, the more likely I'll want to use it."
"I think it's much more beneficial to speak to a person so they can understand your specific needs but I also like the option of having concise and data-based advice which is helpful to me too."
"I would feel very much in favor of just paying for a single expert session, especially if I was given a free trial and felt confident that I'm going to get the advice that I need."
Nora
Part-time Nurse
Age: 54
Status: Divorced
Pronouns: She/Her
Location: Georgia, USA
Motivations
-
Having a beautiful place to care for and escape to
-
Trying new, local activities
-
Work-life balance
Frustrations
-
Doesn't know where to start
-
Doesn't know anyone to advise her
-
Doesn't know if her ideas will work for her land
Ideal Experience
-
Quick access to experts that she can show her yard to and receive specific, tailored advice on landscaping and gardening
-
Option to browse experts by category with filters
-
Secure way of storing expert history for easy-access
-
Secure and fast payment
NORAS'S USER JOURNEY
FORMULATE LESSON IDEAS
BROWSE EXPERTS
HAVE EXPERT SESSION
PAY FOR EXPERT HELP
-
Open App
-
Browse Expert Categories
-
Select 'Home and Gardening', 'Gardening and Landscaping, 'Select Location'.
-
Browse available experts and see their experience, and pricing
-
Call Expert via Video Call
-
Show Expert on the call the landscape and yard
-
Share ideas about what she had in mind
-
Take notes on best plant types for her area and where to put them
-
Hang up video call
-
Have option to leave a review for expert
-
Be prompted to pay via secure checkout
-
Open App
-
Go to Profile
-
Select 'Recently Used Experts'
-
Select 'Chat with Expert' under their profile
-
Send follow-up chat message with any updates or questions
"I think finding good people is the most frustrating thing so being able to see their real, lived experience and background would make me feel a lot more confident asking their advice and talking face to face."
"I would rather talk to someone who has a clue because I tend to think I know more than I do. Getting a second opinion on my ideas would be really helpful in showing if I'm on the right path."
"I want advice to come with an outcome and I would feel a lot less skeptical about spending money up front if I knew it was likely I was going to get the advice instead of just some person on Reddit."
"I'm really on board with businesses that are doing Live Text and Live Chat and I don't feel like I need a lot of dialogue for an answer every time."