WUD WRO 2013 - Hubert Anyżewski - experience journey

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Technika UX - Experience Journey - mentor: Hubert Anyżewski, UseLab. WUD WRO 2013

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WUD WRO 2013 - Hubert Anyżewski - experience journey

  1. 1. Experience Journey Hubert Anyżewski WUD WRO 2013
  2. 2. hubert.anyzewski@uselab.pl @anyzewski •  Over 10 years of UX/CX experience (more than 14 markets) •  Master’s Degree in Social Psychology (major in HCI) •  Co-Owner and UX Director at UseLab – Poland (www.uselab.pl) •  Co-Founder and board member of UX Poland (www.uxpoland.com) •  Co-Founder and Head od User Experience Design postgraduate studies on SWPS (Warsaw and Wrocław) WUD WRO 2013
  3. 3. WUD WRO 2013
  4. 4. Customer Journey Map vs. Experience Map ?
  5. 5. Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012 WUD WRO 2013
  6. 6. WUD WRO 2013
  7. 7. Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012 WUD WRO 2013
  8. 8. WUD WRO 2013
  9. 9. Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012 WUD WRO 2013
  10. 10. WUD WRO 2013
  11. 11. Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012 WUD WRO 2013
  12. 12. WUD WRO 2013
  13. 13. WUD WRO 2013
  14. 14. WUD WRO 2013
  15. 15. Customer Journey Map: -  service design tool -  way to analyze customer (specific) experience on a journey (specific) -  canvas to visualize customer journey and experience via. touchpoints WUD WRO 2013
  16. 16. Customer Experience Map: -  service design tool -  way to analyze holistic experience of our service -  canvas to visualize experience via. touchpoints for many journeys WUD WRO 2013
  17. 17. Remember to:
  18. 18. 1. Understand channels •  Single channel vs. Multichannel •  Cross-channel •  Omnichannel Chris Risdon & Patrick Quattlebaum „Channel – a medium of interaction with customers or users” -Adaptive path WUD WRO 2013
  19. 19. 2. Understand Touchpoints Chris Risdon & Patrick Quattlebaum „Touchpoint – a point of interaction with service/product (in specific time and place)” -Adaptive path WUD WRO 2013
  20. 20. Contact me: hubert.anyzewski@uselab.pl @anyzewski WUD WRO 2013

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