1. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Summary
● User experience maps tell a visual story.
● Used to tell what’s currently going on with a
product and what it may lead to in the future.
2. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Summary
● User experience maps use research like
observational studies, retrospective
interviews, ethnographic research, etc.
● Foundation of a user experience map starts
with knowing target users.
3. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Summary
● Target audience information includes their
goals, usage, wants, and needs.
● Engagement scenarios are used to create a
map of product success.
4. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Summary
● Engagement scenarios include:
○ Issues that impact use
○ Engagement with other devices
○ Fluctuations in user satisfaction
○ Things that the user would want but
wouldn’t know to ask for
5. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Summary
● User flows are used to illustrate a sequence of
events.
● An example of this is the flow from discovery,
to searching, to purchase, to first time use, to
ongoing use.
6. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Summary
● Things that may influence use of the product,
and therefore are included on experience
maps, include:
○ User goals
○ User expectations
○ User understanding of the product
○ Issues with the product
○ Physical environmental influencers
7. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Summary
● Attributes of the user’s journey are
represented in a table.
● This makes connections easily visible.
8. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Summary
● After the table is finalized and detailed, it is
visually organized in a simple way by
designers.
● The final result reveals how users interact
with and react to a product in a way that is
easy to understand.
9. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Additional References
The Anatomy of an Experience Map
http://www.adaptivepath.org/ideas/the-anatomy-of-an-experience-map/
“A model on steroids. It’s an artifact that serves to illuminate
the complete experience a person may have with a product or
service.”
10. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Additional References
How to Build an Experience Map
https://medium.com/@wnialloconnor/how-to-build-an-experience-map-5e55b7
ee4f32
There are many types of research you can use to help build the map.
Some of these include:
● Ethnographic research
● In-depth interviews
● Guerilla research
11. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Additional References
How to Build an Experience Map(Con’t)
12. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Additional References
How to Build an Experience Map(Con’t)
13. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Additional References
A Brief Guide to User Experience Maps in all
Their Various Forms
http://whatusersdo.com/blog/brief-guide-to-ux-maps/
“This is similar to a customer journey map, in that it tells the story of
your customer, but this map will reveal the entire experience between
a customer and your brand throughout their sum total of
interactions.”
14. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Related Questions
What is, visually, the easiest way to organize a
user experience map?
15. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Related Questions
How do experience maps differ amongst a
product vs. a service?
16. User Experience Maps Abigail Delsol, Thomas Fraher, Kallista Knight, Gillian Pitzer
Related Questions
How can experience maps evolve over time? In
other words, how could they evolve to improve
the user’s experience?
