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
















  • Mobile UX. 경험소 경험선

    1. 1. Mobile UX
    2. 2. 4
    3. 3. vs. • =∑ highly engaging interaction – Experience = Expectation + Gratification • = threshold • = sequence of • Moment of Truth = = 5
    4. 4. ... • / • / • / • : – – – – episodic vs. procedural
    5. 5. Experience • / • fabrication • / retail experience • convergence shopping experience • Customer Experience = Engineered Shopping Sequence
    6. 6. =∑ x 22 22
    7. 7. Emotional journey map
    8. 8. Componentize 9
    9. 9. Service Blueprint
    10. 10. Pre-shop During-shop Post-shop
    11. 11. Software tangible product physical shop KT ...
    12. 12. Software Experience • To users, the user interface is THE system ∑ UI = ... UI
    13. 13. Listening Experience Extended Play Switch Locate Play Control
    14. 14. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control
    15. 15. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control
    16. 16. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control
    17. 17. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control
    18. 18. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share Switch Locate Play Control Pre Post
    19. 19. Listening Experience Extended Buy Organize Dispose Aware Play Download Sync Share ( ) . Switch . IP clearing Locate Play Control house Pre Post
    20. 20. Listening Experience Extended , , Buy Organize Dispose Aware Play Download Sync Share ( ) . Switch . IP clearing Locate Play Control house Pre Post
    21. 21. Photo Experience Extended Shoot Quick Activation Shoot Review
    22. 22. Photo Experience Extended Always Shoot Bring with Quick Activation Shoot Review
    23. 23. Photo Experience Extended Always Manage Shoot Sync (reconstruct Bring with memory) Quick Activation Shoot Review
    24. 24. Photo Experience Extended Share - SNS Always Manage - mobile Me Shoot Sync (reconstruct Bring with memory) Enjoy - Slideshow - Book Quick Activation Shoot Review
    25. 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. 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. 27. Apple Experience Map Life-style Situations Value Triggers 17

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