We designers reached out to users that have attended GoToWebinar sessions: friends, family, and users who had previously given us feedback on the product. No compensation was offered - these folks provided about 20 minutes of their time out of the goodness of their hearts. Referring to a script our user researcher team helped us craft, we conducted ~20 user interviews. (I interviewed 5 attendees who joined a GoToWebinar from a mobile device). After each interview, we translated our notes into empathy maps.
Once we completed our interviews, we gathered for an afternoon to review the materials: notes; empathy maps; anecdotal tidbits from the designer that conducted the interview. With each summary, we took notes via post-its, which were used to create one large experience map. After that exercise, we organized the post-its into categories, which then fed into the validation of the experience map.
To validate the existing attendee experience map, we:
While we designers are of course excited with a physical representation of an attendee's user journey, our main goal is to use this map to inform product strategy and designs. With that in mind, we plan to: