Knowing what triggers customers to use your experience helps you own the interaction. Create scenarios to accompany your user personas so that you can build more realistic customer journeys. Scenarios define your user’s goals and expectations - that way you never disappoint.

User Scenario Overview

Definition

When a user interacts with an experience, they always have an end-goal in mind. User scenarios are narratives that detail the motives and methods of a customer as they perform a specific task.

A scenario answers the following questions:

• Who is the user what are their goals?
• Why might they be coming to your digital experience?
• What does the user need from an experience and how will they accomplish their goal?

Purpose

Creating a user scenario helps a business focus on what is most important to users and develop a more relevant experience.

Specifically, User scenarios help businesses:

• Determine what drove users to the experience in the first place.
• Determine what type of experience is needed at each step
• Identify what content, features, and functionality will appeal to the user
• Uncover unhidden and unhidden expectations.