I explained the note-taking and affinity mapping processes to my synthesis partner Lianna and we set about going through the interviews and noting down highlights on physical stickies.
Then we stuck these on our whiteboard and began synthesising them by grouping them into themes.
Mixing the usability highlights with the background interview highlights helped to connect the use of the services to aspects of their lives and characters.
Once the affinity map was done, we took photos of it and then reshuffled the stickies into a customer journey map which I later summarised into the digital version pictured below.
