Team project, researching the steps for creating a user experience

1. User Experience Map
Research: Touchpoints and Channels
A failure to examine the customer experience
holistically and in context can lead to failure in
meeting your customers’ needs.
http://mappingexperiences.com/
Team 3 FA102B Klinkowstein

2. User Experience Map
Research: Uncover the Truth
Quantitative
Qualitative
Doing
Thinking
Feeling
Devices
Relationships
Place
Time
Touchpoints
http://mappingexperiences.com/
Team 3 FA102B Klinkowstein

3. User Experience Map
Extra Research
Behavioral Science and Ethnography
Why are people not comfortable with being interviewed?
How do you get the customer to tell the truth?
What results from research do we not want?
http://qualquant.org/wp-content/uploads/2012/04/Hames-and-Paolisso-Behavior-Observations-for-Bernard-Gravlee-Handbook.pdf
Team 3 FA102B Klinkowstein

4. User Experience Map
Research: Chart the Course
“Making an experience map is a group adventure.”
“The process of experience mapping is just as important as the actual artifact”
Team 3 FA102B Klinkowstein

5. User Experience Map
Research: Chart the Course
The anatomy of an experience map.
Lens : The envisionment you have for the journey, a generalization of what your goals are
Journey Model : Customer interactions across different channels (1?), touchpoints (2?), time and space in
satisfying your goal(s)
Takeaways : Summarization, strategic insights, design principles
- Should answer questions such as so what? And what now?
1? any point of contact between buyer and seller 2? different media outlets, (social media, email, web…)
Team 3 FA102B Klinkowstein

6. User Experience Map
Research: Chart the Course
Facilitating a successful workshop. (recommended steps)
Set the Context : Engage the team with your proposed research
Organize Yourselves : Split into groups, each member has a different role
Deconstruct : Pull out the building blocks (doing, thinking, feeling) from the research (use sticky notes on a board)
Stage : Move the sticky notes to the main board
Construct : Start to group duplicate sticky notes, find resemblances
Shape : “Arrange the key insights into a story”
Team 3 FA102B Klinkowstein

7. User Experience Map
Research: Chart the Course
What are some other factors you think would make for a
better group work environment?
http://xblog.xplane.com/10-tips-for-running-a-successful-workshop
http://scottberkun.com/2013/run-a-good-workshop/
http://www.ventureteambuilding.co.uk/10-tips-for-better-facilitation/
Team 3 FA102B Klinkowstein

8. User Experience Map
Research: Tell the Story
Create an outline, tell the story, and identify key points.
Make your story stand out.
-make it memorable
Step 3
Team 3 FA102B Klinkowstein

9. User Experience Map
Research: Tell the Story
Create a visual
Step 3
Team 3 FA102B Klinkowstein

10. User Experience Map
Research: Tell the Story
“The story is told from the customer’s perspective, but also
emphasizes the important intersections between user
expectations and business requirements.”
URL: https://uxmastery.com/how-to-create-a-customer-journey-map/
Step 3
Team 3 FA102B Klinkowstein

11. User Experience Map
Research: Tell the Story
How can we be sure of the customers’ general reactions?
Team 3 FA102B Klinkowstein

12. User Experience Map
Research: Using the Map
Allows stakeholders to see the bigger picture and adapt to
growing customer demands and needs.
Adaptive Paths Guide to Experience Mapping: Step 4 - using the map
Team 3 FA102B Klinkowstein

13. User Experience Map
Research: Using the Map
Designed around customer’s needs.
Addressing customers’ needs creates loyal consumers and
allows businesses to gauge pricing and costs.
How to Find Buried Treasure using Experience Maps:
https://msu.edu/~jmonberg/491/User_files/ConiferExperienceMaps.pdf
Team 3 FA102B Klinkowstein

14. User Experience Map
Research: Using the Map
How do we prioritize methods that streamline user
experience, addressing consumers’ unspoken needs?
Team 3 FA102B Klinkowstein