User experience and the user journey

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Quick Questions

Shade in the A or B circle for each question.

1. Which statement best describes user experience (UX)?

A The colours and buttons placed on a screen

B How a person feels while completing a task with a product

2. Which one is part of the UI rather than the whole UX?

A How frustrated a user feels after five failed attempts

B A button, menu or text box on the screen

3. What is a user journey?

A The steps a person takes from start to finish to complete a task

B A list of all the files a programmer used to build an app

4. A student orders lunch in a canteen app. Which list is a user journey?

A Open app, browse menu, add item, pay, collect order

B Red, blue, green, large, small

5. What is a pain point in a user journey?

A A step where the user gets stuck, confused or annoyed

B A step where the user finishes quickly and happily

Match the Pairs

Draw a line connecting each item on the left to its match on the right.

Left column		Right column
1user journey		A1 Open app > 2 Search > 3 Pay > 4 Confirm (feeling noted at each step)
2pain point		BThe steps are out of order and the user's feelings are missing, so pain points cannot be found.
3UX is how a person feels while completing a task, while UI is the screen they use		CUX = feelings during the task, UI = buttons and layout
4A journey lists the steps from start to finish and notes how the user feels at each one		DA step in the journey where the user feels frustrated, confused or slowed down
5UI is how a person feels while using an app, and UX is the buttons on the screen		EUX and UI are swapped. UX is the person's feelings and experience, and UI is the buttons and screen elements.
6User journey: Pay > Open app > Search (no feelings recorded)		FThe series of steps a person takes to complete a task, from start to finish

Definitions

user journey

Fill in the Blanks

Complete each line of code by filling in the missing parts.

_______ ← ["open app", "search", "pay"]

FOR EACH step IN journey IF step.slow THEN ADD step TO __________

UI ← "buttons, menus and colours" __ ← "how the user feels doing a task"

journey ← ["open app", "search", "pay"] DISPLAY ______(journey)

feeling ← "frustrated" IF feeling = "frustrated" ____ painPoint ← true

Spot the Error

Shade in the letter of the line that contains an error.

Question 1

A journey ← Buy a train ticket

B step 1: Board the train

C step 2: Choose a train

D step 3: Pay for the ticket

Question 2

A UI ← buttons, text and layout

B UX ← how the user feels

C UX covers only the buttons

Question 3

A journey ← Join a video call

B step 1: Click the invite link

C pain point: it loads quickly

D fix: offer one-click login

Question 4

A journey ← Order a meal

B step 1: Pick a meal | happy

C step 2: Pay | happy

D step 3: Wait 40 min | happy

E pain point ← step 3

Question 5

A pain point ← long sign-up form

B UX effect ← user feels annoyed

C improvement ← longer form

Answer Key

User experience and the user journey

Section A: Quick Questions

B — How a person feels while completing a task with a product

B — A button, menu or text box on the screen

A — The steps a person takes from start to finish to complete a task

A — Open app, browse menu, add item, pay, collect order

A — A step where the user gets stuck, confused or annoyed

Section B: Match the Pairs

user journey → The series of steps a person takes to complete a task, from start to finish

pain point → A step in the journey where the user feels frustrated, confused or slowed down

UX is how a person feels while completing a task, while UI is the screen they use → UX = feelings during the task, UI = buttons and layout

A journey lists the steps from start to finish and notes how the user feels at each one → 1 Open app > 2 Search > 3 Pay > 4 Confirm (feeling noted at each step)

UI is how a person feels while using an app, and UX is the buttons on the screen → UX and UI are swapped. UX is the person's feelings and experience, and UI is the buttons and screen elements.

User journey: Pay > Open app > Search (no feelings recorded) → The steps are out of order and the user's feelings are missing, so pain points cannot be found.

Section C: Definitions

user journey — The series of steps a person takes to complete a task, from start to finish. It shows how they feel at each step (their user experience, UX) and where pain points slow them down.

Section D: Fill in the Blanks

journey ← ["open app", "search", "pay"]

FOR EACH step IN journey
    IF step.slow THEN ADD step TO painPoints

UI ← "buttons, menus and colours"
UX ← "how the user feels doing a task"

journey ← ["open app", "search", "pay"]
DISPLAY LENGTH(journey)

feeling ← "frustrated"
IF feeling = "frustrated" THEN
    painPoint ← true

Section E: Spot the Error

B — A user journey lists the steps in the order the person does them. Boarding the train happens after buying the ticket. The journey should start with step 1: Open the app.

C — UX is the whole experience of completing a task, from the first step to the last. It is not just the buttons and screens (that is UI). It should say UX covers the whole journey.

C — A pain point is a moment that frustrates the user or slows them down. A quick load is a good experience, not a pain point. The line should describe a problem, such as login failing twice.

D — Waiting 40 minutes would make most users feel annoyed. That makes it a pain point, so the feeling should be annoyed. Marking it happy does not match the pain point on the next line.

C — The pain point is a form that is too long. Making it longer would make the user's experience worse. The improvement should be a shorter form.