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![“[Mapping] will add
context to your project and
highlight opportunities
you may have otherwise
missed.”
DESIGN SPRINTS](https://image.slidesharecdn.com/rapidtechniquesformappingexperiences-160210192533/85/Rapid-Techniques-for-Mapping-Experiences-57-320.jpg)
Uploaded byJim Kalbach
Rapid Techniques for Mapping Experiences
The document outlines rapid techniques for mapping customer experiences, emphasizing a reverse approach that starts with understanding customer needs before integrating technology. It details a structured process for mapping, including initiating efforts, gathering real-world insights, visualizing experiences, and collaborating for innovation. The goal is to enhance organizational understanding and engagement rather than simply creating diagrams.
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Similar to Rapid Techniques for Mapping Experiences
Rapid Techniques for Mapping Experiences
- 1. Rapid Techniques for MappingExperiences It’s The Journey And The Destination @JimKalbach Jim.Kalbach@Gmail.com
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- 3. • Core Conceptsof Mapping Experiences • Process for a Rapid Mapping Effort • Q&A AGENDA
- 4. You've got tostart with the customer experience and work back toward the technology – not the other way around. 1997
- 5. An industry beginswith the customer and his needs, not with a patent, a raw material, or a selling skill…The industry develops backwards, first concerning itself with the physical delivery of customer satisfaction. THEODORE LEVITT, 1960 “Marketing Myopia”
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- 7. Successful strategy requiresa reversal in thinking: start with the experience and figure out how to create value from there.
- 10. What is anexperience WHAT IS AN EXPERIENCE? Holistic Personal Situational
- 11. Created by ChrisRisdon of Adaptive Path
- 12. Erik Berkman (authorof Designing Mobile Interfaces)
- 13. Jeff Patton, UserStory Mapping
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- 15. Customer Journey Maps ExperienceMaps Service Blueprints Mental Model Diagrams User Story Maps …. ALIGNMENT DIAGRAMS
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- 20. Mental Models Indi Young,Mental Models
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- 25. “Diagrams are compelling documentsthat invite engagement by others.”
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- 27. MAPPING EFFORT How longdoes it take?
- 28. 1. INITIATE Ensure theeffort is relevant to the organization
- 29. 1. Point ofview Whose experiences? Which? 2. Scope Where does it begin and end? 3. Focus Which aspects are included? 4. Use What will you do with the diagram? a. FRAME THE EFFORT
- 30. b. DRAW THECUSTOMER VALUE CHAIN
- 31. c. CREATE ATOUCHPOINT INVENTORY MURAL.co
- 32. 1. INITIATE ACTIVITY TIME a.Frame the effort 15 minutes b. Draw the value chain 15-30 minutes c. Create an inventory 1 hour TOTAL < 2 hours
- 33. 2. INVESTIGATE Ground theexperience in reality
- 34. 1. Gather existingreports and studies 1. Conduct internal interviews 1. Conduct external interviews 2. INVESTIGATE
- 35. 2. INVESTIGATE ACTIVITY TIME a.Review resources 2 hours b. Internal interviews 2 hours c. External interviews 4 hours TOTAL 1+ day
- 36. 3. ILLUSTRATE Visualize theexperience for a common understanding
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- 40. c. DRAFT DIAGRAM SONOSMusic Curation Model, by Amber Brown
- 41. 3. ILLUSTRATE ACTIVITY TIME a.Create proto-personas 1 hour b. Find Patterns 1-2 hour c. Draft diagram 2-4 hours TOTAL 4-8 hours
- 42. 4. ALIGN &ENVISION Work together to innovate
- 43. “The objective isnot just to create a diagram, but to develop solutions together as a team.”
- 44. a. HOLD AWORKShOP
- 45. b. ENVISION &EVALUATE
- 46. 4. ALIGN &ENVISION ACTIVITY TIME a. Hold a workshop 4 hours b. Envision the future 4 hours c. Evaluate 4 hours TOTAL ~1.5 days
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- 53. RAPID MAPPING -DURATIONS
- 54. RAPID MAPPING -DURATIONS 0 8 HOURS
- 55. RAPID MAPPING -DURATIONS 0 8 HOURS
- 56. RAPID MAPPING -DURATIONS 0 8 HOURS
- 57. “[Mapping] will add contextto your project and highlight opportunities you may have otherwise missed.” DESIGN SPRINTS
- 58. • Ensure theeffort is relevant to the org • Ground the experience in reality • Visualize for common understanding • Work together to find patterns and innovate MAPPING EXPERIENCES
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- 61. “Creating a diagramis not the ultimate goal. Rather, it is a means to engage others in your organization in a discourse. ”
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