This template contains all the step you need to create your own Customer Journey Map, along with links to articles on the subject from the Nielsen Norman Group.
It’s part of our “Creative Stuff” category of process templates, which includes the Google Design Sprints as well.
When you schedule cards on a Kerika Task Board or Scrum Board, we offer a simple way to pick a date:
Setting due date
We don’t support setting a specific time (e.g. 5:00PM) along with the time: these times are generally useless in most work settings and add unnecessary complexity to the user experience.
And, yet, it’s possible that Kerika reports a specific time for a due date, like in this example:
A specific time for a due date
So, how did happen?
Well, Kerika took note of the fact that person making that time commitment (“I will get it done today”) was based in India.
And midnight in India is 11:30AM in Seattle — at least now, with Daylight Savings Time in effect.
So Kerika shows the Indian team member’s commitment of “I will get it done today” in terms that make sense to a colleague in Seattle:
Handling timezone differences
11:47 AM Pacific Standard Time with Daylight Savings Time in force is 12:47PM Indian Standard Time; something that Kerika figures out automatically.
This simple, elegant way of handling timezones eliminates the frequent disagreements over “I meant my today, not your today…”
An example of the incredible attention to detail that Kerika brings to the needs of distributed teams.
With our latest release we have made a change to all Task Boards and Scrum Boards: the Trash column will now show automatically if it contains anything:
Showing the Trash column
We made this change because the old design was too subtle: most of our users never even discovered the Trash feature, which was a really pity.
Now, the Trash column will automatically display whenever it has anything in it. We are using lazy loading for the Trash, so performance is not affected for people who have very large Trashes. (Some people, who have been using the same board for years, have hundreds or even thousands of items in their Trash.)
If you don’t want to see the Trash, you can hide it using the Filter button that appears on the top right of each board:
If you are still using Windows 7, please use Chrome or Firefox instead of Internet Explorer 11 (or, worse yet, an even older version of Internet Explorer).
We are not in a position to support Internet Explorer on Windows 7 anymore: for one thing, we don’t have any PCs running Windows 7 anymore. And Microsoft itself has stopped selling Windows 7 several years ago, and mainstream support ended two years ago.
We realize that some of our enterprise customers are forced to stay with Windows 7 because of legacy systems that don’t work well with newer versions of Windows, but supporting Windows 7 is not something we are in a position do, or have any interest in pursuing.
With our big UI redesign, launched a couple of weeks ago, we have started using lazy loading of cards in an effort to improve performance, particularly with very large boards.
Background:
Most Kerika boards tend to be small, or moderate: up to 100-200 cards in size. A few users, however, have very large boards: several thousand cards in size!
And this is not because we have users who are tracking thousands of work items simultaneously; it’s just that some users have been continuously using the same board for years to track all their work.
For people who use the same board over several years, the number of items in the Done or Trash columns can eventually number in the thousands. Displaying such large boards was already difficult in our old architecture: we had underestimated how many cards some boards might contain, so our old design downloaded all the cards on a board every time it was opened, and then created a DOM for each card!
This meant that, for very large boards, the browser had to create thousands of DOMs before it could even display the board. This was obviously not a sustainable model.
What we did:
With our redesign, we have laid the groundwork for a better architecture using two related concepts in lazy loading:
For columns that we anticipate being very large — the Done, Trash and Backlog columns for Task Boards and Scrum Boards — the browser now fetches only a small number of cards, say 10-20, from the server. (With our old design the browser would fetch every card, for every column.)
Fetching fewer cards means the amount of traffic between the browser and the server decreased dramatically, but it didn’t solve the performance problem by itself. We also changed our browser code to reuse DOMs instead of creating new DOMs. By reducing the total number of DOMs created and maintained within the browser by the Kerika app, we are able to reduce Kerika’s overall browser footprint while significantly improving performance.
Here’s an example of lazy loading of the Done column:
Lazy loading of Done column
On this board, the Done column contains 163 cards, but when the board is opened only 10 are shown. Since these are the 10 most recently done cards, this works great for most users, most of the time.
If the user really wanted to see something that was done a long time ago, they can simply scroll down the Done column, as they would have with our old design as well.
As a user scrolls down, more cards are fetched automatically from the server. Slightly more cards are fetched from the server than are likely to be displayed, e.g. the browser may fetch 15 cards from the server even when it expects to display only 10.
This helps avoid the perception of delay when the browser needs to fetch more cards, since it will already have 5 more cards stored in memory to show as the user begins scrolling, giving it time to fetch another 15 before the user has finished scrolling.
We also decided to use lazy loading on the Home page: with our new design we display more information about the state of each board than we did previously, and the cards themselves are much larger than before. This means we are unlikely to show the full set of boards to any user at any time, so lazy loading is a natural choice for this view.
Lazy loading of Home
Finally, with our most recent update (launched two days ago), we have extended our use of lazy loading to include the Not Scheduled column in the Planning Views, where you can pivot your view of a Task Board or Scrum Board to see all the cards organized in terms of due dates.
Here’s an example of a board where there are a very large number of unscheduled cards:
Lazy loading of Not Scheduled
The Not Scheduled column only fetches and displays 10 cards at a time even though there are over 200 cards that are not scheduled. Since the browser (on this laptop) can only show 3-4 cards at a time, there isn’t any point in fetching all 200 cards: just fetching and displaying 10-15 at a time does the trick!
For our extensive redesign of Kerika we used the Sketch design app for the first time, transitioning way from our earlier use of Adobe’s Creative Suite.
Here’s our design effort, by the numbers:
We created a total of 937 individual screen layouts, all of which were high-resolution and pixel-perfect.
Each screen was designed for 1680×1050 pixels, which is the resolution of a 21″ desktop monitor although each design was subsequently tested on a 1400×800 laptop screen as well.
Every element on every screen was laid out to its precise final size and spacing, to create a photo-realistic view of the design.
We exclusively used vector graphics so we could scale our views for different devices and resolutions without any loss of resolution.
Every screen was mocked using real data, rather than lorem ipsum-style fake text, so we could get a more realistic idea of how much space actual cards, columns, etc. would take.
We used realistic storylines for all scenarios: user personas were developed and used consistently, so that, for example, the same person appeared as Board Admin on all screens.
Every interaction between different features was considered simultaneously, so that we could guard against edge cases where the design might clash or fail when multiple user conditions were true at the same time.
Here’s an example of a screen mockup:
Inviting someone
Here’s the same screen design, with dimensions marked as redlines:
Inviting someone (Markup)
Extensive use of symbols (repeating objects in Sketch) helped us ensure that we had consistency across all 937 designs, simultaneously.
We exported our icons using the Scalable Vector Graphics (SVG) format, rather than PNG or JPEG, to ensure there was no loss of resolution when we used these icons in the Kerika app.
Over 1.5 years, we went through 35 complete iterations of the design, where nearly all 937 screens were changed as we explored different concepts.
Welcome to 2017! We have a big bunch of goodies lined up for release in the coming weeks and months, and we are going to start off with some nice improvements to the 6AM Task Summary email that you can (optionally) get from Kerika:
You now have two options: you can get all your overdue and due items sorted by date, or by board. Or both.
We have also improved the “group items by date”: instead of showing what’s due today and tomorrow, this email now includes What’s Due This Week and What’s Due Next Week.
“This Week” is adjusted automatically as the week progresses to keep track of what’s left for the current week, which always ends on Sunday.
Arun Kumar, CEO of Kerika, and Joy Paulus, Senior Policy and Program Manager for the Washington State Office of the CIO, delivered a joint presentation at the Lean Transformation 2016 Conference.
The subject of the talk was “Collaboration Across Organizations: Big Results with Small Teams”. Here are the slides from the talk: