Sensemaking information journeys

Our Sensemaking approach gives organisations qualitative insight into how and why people search for and use information. 

When to use sensemaking information journeys

Sensemaking is most useful to understand inforation journeys that:

  • The information journeys for difficult or life-changing decisions and events

  • The information journeys when users don't have any kind of mental map to guide them

  • The information journeys that are full of trial and error.

What we learn from sensemaking information journeys

  • What search terms do users start out with and how do those terms evolve?

  • How people use digital resources in tandem with other channels - for example consulting an expert after searching is a valid sensemaking strategy

  • What goes wrong in this process, and how do users 'right themselves'.

  • What resources, content, navigation or design affordances will help to create a more coherent and efficient user journey.

Tags: Qualitative Research , sense-making, Information design, Information usability

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