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Mobile UX. 경험소 경험선
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Mobile UX. 경험소 경험선

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  • 매리어트 호텔 측은 추정에 기반해서, 고객여정에서 가장 중요한 순간은 투숙절차일 것으로 보았으나
    실제 시험해 본 결과는 전혀 달랐다.

    IDEO의 디자인 팀이 여행객을 추적하여 전체 과정을 지켜본 결과, 진정으로 중요한 순간은 외투를 벗어두고 침대에 앉아 TV를 켜고 ‘후~’ 하고 한숨을 쉬는, 바로 그 순간이었던 것이다.
    매리어트 측도 이러한 방향에 초점을 두어 투자하는 것이 옳다는 점을 깨달았다.

    체험의 블루프린트에는 고객의 체험과 사업기회를 연결해준다.
    헷갈리는 안내판, 부주의한 도어맨 등 고객과의 관계를 망칠 수 있는 잠재 요소를 세세하게 담고 있다.
    블루프린트는 고도의 전략서이며 체험의 질을 결정하는 중요한 세부사항이 분석된 자료라고 할 수 있다.

    출처 : 디자인에 집중하라. 팀브라운, 2009 188-189 페이지

  • 사진과 디자인프로토타입으로 시각화하여 표현 http://www.youtube.com/watch?v=bOAqWUdrFLc (liveㅣwork )

    ‘서비스디자이너는 어떤 일을 하는가?’라는
    2008 옥스포드 대학 동영상자료 중에 소개되어 있음
















  • Transcript

    • 1. Mobile UX
    • 2. 4
    • 3. vs. • =∑ highly engaging interaction – Experience = Expectation + Gratification • = threshold • = sequence of • Moment of Truth = = 5
    • 4. ... • / • / • / • : – – – – episodic vs. procedural
    • 5. Experience • / • fabrication • / retail experience • convergence shopping experience • Customer Experience = Engineered Shopping Sequence
    • 6. =∑ x 22 22
    • 7. Emotional journey map
    • 8. Componentize 9
    • 9. Service Blueprint
    • 10. Pre-shop During-shop Post-shop
    • 11. Software tangible product physical shop KT ...
    • 12. Software Experience • To users, the user interface is THE system ∑ UI = ... UI
    • 13. Listening Experience Extended Play Switch Locate Play Control
    • 14. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control
    • 15. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control
    • 16. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control
    • 17. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control
    • 18. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control Pre Post
    • 19. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share ( ) . Switch . IP clearing Locate Play Control house Pre Post
    • 20. Listening Experience Extended , , Buy Organize Dispose Aware Play Download Sync Share ( ) . Switch . IP clearing Locate Play Control house Pre Post
    • 21. Photo Experience Extended Shoot Quick Activation Shoot Review
    • 22. Photo Experience Extended Always Shoot Bring with Quick Activation Shoot Review
    • 23. Photo Experience Extended Always Manage Shoot Sync (reconstruct Bring with memory) Quick Activation Shoot Review
    • 24. Photo Experience Extended Share - SNS Always Manage - mobile Me Shoot Sync (reconstruct Bring with memory) Enjoy - Slideshow - Book Quick Activation Shoot Review
    • 25. Photo Experience Extended Share - SNS Always Manage - mobile Me Shoot Sync (reconstruct Bring with memory) Enjoy - Slideshow - Book Quick Activation Shoot Review Pre Post enjoyable, predictable, contents focused experience !!
    • 26. iPhone Experience Switching Clip-boarding Context Managing Playing Task post App App App Unlock Search Locate Play / View USB vs. Cloud Lunch Read / Write Select / Choose …. App buying Synching Side-loading PC side manager: PC side manager: PIMs / iTunes / iPhoto / mobile Me PIMs / iTunes / iPhoto / mobile Me
    • 27. Apple Experience Map Life-style Situations Value Triggers 17