Journey Map

by Lauren Toman

For this challenge, I decided to explore the user experience of getting hair colored. This experience of having coloring (the product) applied is intriguing to me since it overall is a negative experience, yet people go back and get their hair done numerous times over the year despite not enjoying the process. Whereas other negative experiences with products would result in the user stopping the use, coloring hair seems to surpass this norm and continues to have people spend countless dollars.

The overall journey of this experience is that the client comes into a salon sits and has a consultation with a colorist, have color applied to their hair, wait for the color to process, wash and dry hair, and then see the final product before paying. There seems to be a lot of waiting for the client and accepting the motto that beauty is pain in order to get the hopeful result they desire.

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