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10 Learner Experience Powers from Experience Girl - #imoot16 Agents of Change

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Short presentation on 10 LX things learning designers and educators can start using straight away.

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10 Learner Experience Powers from Experience Girl - #imoot16 Agents of Change

  1. 1. 10 LEARNER EXPERIENCE POWERS FROM EXPERIENCE GIRL!!! RFJOYCE SEITZINGER #IMOOT16 26-27 MAY 2016
  2. 2. INTRODUCING EXPERIENCE GIRL Joyce Seitzinger Learning experience designer at Academic Tribe Recent alter-ego Connect @catspyjamasnz Use #imoot16 and #lxdesign
  3. 3. WHAT IS LEARNER EXPERIENCE DESIGN?
  4. 4. TRANSCENDING MATERIAL “Experience is not about good industrial design, multi-touch, or fancy interfaces. It is about transcending the material. It is about creating an experience through a device.” MARC HASSENZAHL
  5. 5. Meaningful Pleasurable Convenient Usable Reliable Functional LX PYRAMID The Learner Experience Pyramid describes different levels at which learning resources, services, solutions and systems can be experienced by learners & staff. Based on CX Pyramid by Aberdeen Research after Mark Scibelli and Stephen Anderson. FOCUS ON EXPERIENCES FOCUS ON TASKS Many traditional LMS & learning resource experiences Transformational learning experiences Has personal significance Memorable experience worth sharing Easy to use, works as expected Used without difficulty Is available & accurate Works with inconvenience
  6. 6. USER EXPERIENCE DESIGN …to achieve high-quality user experience in a company's offerings there must be a seamless merging of the services of multiple disciplines. The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother. Don Norman, & Jakob Nielsen
  7. 7. EXPERIENCE DESIGN It is crucial to view experience as the consequence of many different systems. Experience emerges from the intertwined works of perception, action, motivation, emotion and cognition in dialogue with the world (place, time, people and objects). Experience Design: Technology for all the right reasons Marc Hassenzahl
  8. 8. The world is complex, and so too must be the activities that we perform. But that doesn’t mean that we must live in continual frustration. No. The whole point of human-centered design is to tame complexity, to turn what would appear to be a complicated tool into one that fits the task, that is understandable, usable, enjoyable. Don Norman, The Design of Everyday Things HUMAN-CENTRED DESIGN
  9. 9. SERVICE DESIGN THINKING Service design is the intentional and thoughtful design of internal and customer-facing activities needed to deliver a service. Where experience design concerns itself only with the customer- facing aspects, service design looks also at the experience of staff. This Is Service Design Thinking
  10. 10. METHODOLOGY
  11. 11. EMPATHY FOR THE USER
  12. 12. EMPATHY FOR THE USER “Feelings are integral to experiences (maybe even its core), inextricably intertwined with our action.” MARC HASSENZAHL
  13. 13. EMPATHY FOR THE USER “Empathy is a noun. A thing. It is an understanding you develop about another person. Empathizing is the use of that understanding – an action.” INDI YOUNG
  14. 14. DO WE NEED LEARNER EXPERIENCE DESIGN?
  15. 15. A DESIGN SCIENCE FOR EDUCATION “Educational technologists needs to develop a set of principled working practices....that contribute to a design science for education.” EILEEN SCANLON
  16. 16. TEACHING AS A DESIGN SCIENCE Because technology is changing both what and how students learn we can only lead educational innovation by being clear about the principles of designing good teaching and learning and therefore what education needs from technology. DIANA LAURILLARD
  17. 17. CO-CREATED EXPERIENCES
  18. 18. ELEANOR CATTON: ON PURPOSE Reading is a creative act: it cannot happen automatically, and it cannot happen passively. Any piece of writing is therefore as intimately shaped by the reader’s imagination, their memories, their intelligence, their disposition and their state of mind, as by the writer’s. ELEANOR CATTON
  19. 19. DESIGN FOR EXPERIENCE Participatory design makes everyday people, such as users, an integral part of the design process, especially at the early front end. Experience design has emerged recently as a new discipline in response to the new information and communication technologies. But I will argue that there is no such thing as experience design. Experiencing is in people and you can’t design it for someone else. You can, however, design for experiencing. http://www.maketools.com/articles-papers/NewDesignSpace_Sanders_01.pdf LIZ SANDERS
  20. 20. DISCOVER DEFINE DEVELOP DELIVER Learner & stakeholder driven design research Gain insights and define problem Develop LX solutions through iteration Improve and optimize final learner experience Generalchallenge Specificchallenge Specificsolution LX DOUBLE DIAMOND
  21. 21. 1: LISTENING TO USERS
  22. 22. USER INTERVIEWS •  Create an interview guide •  See if some meetings should be user interviews •  Be welcoming and put your user at ease •  Ask them to think out loud •  Explain why you are doing the interview •  Be an active listener •  Ask open questions •  Ask why? Then ask it again.. •  Give encouragement: “How did you feel about it? What did you think?” •  Silence is your best friend
  23. 23. LEARNER OBSERVATION
  24. 24. 2. EMPATHY MAPPING
  25. 25. EMPATHY MAPPING
  26. 26. EXAMPLE: EMPATHY MAPPING EXERCISE •  5 mins - Individually: On post-its, capture the observations from user interviews (1 idea/observation per post-it) •  Review empathy template •  Create an empty map on a large piece of paper (somewhere you can leave it) •  As a group, group your post-its on the quadrants in the map
  27. 27. 3. TRANSLATE FINDINGS INTO PERSONAS
  28. 28. PERSONAS
  29. 29. PERSONAS
  30. 30. 4. FACILITATE GROUP INPUTS
  31. 31. AFFINITY DIAGRAMMING •  Brainstorm / ensure all voices are heard / gather interview data / more •  Write down ideas/problems/issues on post-its •  One idea per post-it •  5-7 words per post. Write big
  32. 32. GETTING IT ALL OUT
  33. 33. FIND THEMES
  34. 34. 5. HELP ARTICULATE A PROBLEM STATEMENT ?
  35. 35. WHAT IS A PROBLEM STATEMENT? I am [persona name, 3 characteristics]. I am trying to [outcome/job/task], but [problem/barrier] because [root cause]. This makes me feel [emotion].
  36. 36. 6. ASK HOW MIGHT WE…? ?
  37. 37. HOW MIGHT WE….? From Stanford d.school
  38. 38. 7. DRAW IT OUT!
  39. 39. MIKE ROHDE
  40. 40. STORYBOARDING
  41. 41. 8. MAPPING THE LEARNER JOURNEY
  42. 42. SIMILAR TECHNIQUES •  Journey mapping (emotional) •  Scenario mapping (narrative) •  Service Design Blueprint (channels)
  43. 43. From https://sustainableservice.wordpress.com Keeping Graduates Green
  44. 44. Fromseedandsprout.com
  45. 45. WHEN CAN YOU USE JOURNEY MAPPING? •  For an existing product, object or service •  To get an overview of all the elements and stakeholders •  To map all the touch points •  To identify emotions associated with interactions •  To identify pain points
  46. 46. WHEN DO YOU USE JOURNEY MAPPING? For a new product, object or service to be designed, developed and implemented: •  To get a common understanding of aspiring experience for all members of design & development team •  To identify touch points •  To identify channels •  To identify priorities for the development
  47. 47. WHEN DO YOU USE JOURNEY MAPPING? Instead of a prototype •  When a prototype is too expensive to build •  Have something to shoot at
  48. 48. WHY DO YOU USE JOURNEY MAPPING? •  To map all the bricks in your bricolage (even those beyond your control) •  To step away from your medium •  To design across the gaps •  To facilitate design conversation •  To facilitate development collaboration
  49. 49. MAP THE LEARNER PATH & TOUCH POINTS
  50. 50. MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS
  51. 51. MAP THE INTERACTION PHASES
  52. 52. IDENTIFY EMOTIONS
  53. 53. IDENTIFY OPPORTUNITIES & BARRIERS
  54. 54. From Designing CX http://designingcx.com/2012/10/23/prototype-portable-journey-mapping-worksheet/
  55. 55. From http://madebymany.com/blog/we-re-building-the-next-stage-of-picle
  56. 56. Pre Start Week 2-6 Week 7-10 Week 11-12 End & post LMS Wiki is tricky to participa te in! Conten t Early access ☺ Teacher Picture & intro video ☺ No involvemen t in review ! Peers No icebreaker !
  57. 57. OUR VE EXPRESS LEARNER JOURNEY MAP
  58. 58. THE TEAM •  Joyce Seitzinger •  Mark Smithers Lecturers •  Annette Cook •  Nicola Hardy Digital Learning Team •  Spiros Soulis •  Angela Nicolettou •  Eloise Acuna
  59. 59. USER RESEARCH IN INITIAL 3 HOUR MAPPING SESSION
  60. 60. FURTHER RESEARCH TO INFORM DIGITAL COLLABORATIVE MAP
  61. 61. FINAL LEARNER JOURNEY MAP
  62. 62. MAP DETAIL
  63. 63. ADDRESS THE PAIN POINTS: IMPROVED COMMUNICATION CHANNELS
  64. 64. 9. CREATE PROTOTYPES
  65. 65. PROTOTYPES •  What is the minimum you can rapidly create? •  Get something in front of people •  Get feedback •  Create a new prototype
  66. 66. PROTOTYPING WIREFRAMES: LOW FIDELITY
  67. 67. PROTOTYPING WIREFRAMES: HIGH FIDELITY
  68. 68. 10. DESIGN ACROSS THE GAPS
  69. 69. CONSIDER ALL THE SPACES & ACTIVITIES LECTURES PERSONAL LEARNING NETWORK TUTORIALS LMS COURSE SITE SUPPORT SERVICES MOBILE APP
  70. 70. STAY IN TOUCH www.academictribe.co / www. lxdesign.co @catspyjamasnz @academictribe #lxdesign Facebook.com/academictribe Search: lxdesign joyce@academictribe.co

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