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DEANZ Conference - Learner Experience Design #lxdesign #deanz16 (Invited Speaker)

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Learner Experience Design: Discovering tools & ideas for orchestrating the learner experience

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DEANZ Conference - Learner Experience Design #lxdesign #deanz16 (Invited Speaker)

  1. 1. LEARNER EXPERIENCE DESIGN: DISCOVERING TOOLS & IDEAS FOR ORCHESTRATING THE LEARNER EXPERIENCE JOYCE SEITZINGER #DEANZ16 INVITED SPEAKER
  2. 2. MY USER EXPERIENCE (UX) JOURNEY
  3. 3. …THIS MORNING
  4. 4. TRANSCENDING THE 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. WHAT IS EXPERIENCE DESIGN?
  7. 7. 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
  8. 8. www.uxisnotui.com
  9. 9. USER INTERFACE
  10. 10. USER EXPERIENCE
  11. 11. NEW JOBS: UX DESIGNERS https://generalassemb.ly/blog/top-5-highest-paying-careers-tech/
  12. 12. 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
  13. 13. 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
  14. 14. 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
  15. 15. SERVICE DESIGN INFOGRAPHIC http://www.sutherlandlabs.com/thoughts/top-tips-successful-customer- journey-mapping/
  16. 16. UNIVERSAL DESIGN FOR LEARNING
  17. 17. METHODOLOGY
  18. 18. EMPATHY FOR THE USER
  19. 19. EMPATHY FOR THE USER “Feelings are integral to experiences (maybe even its core), inextricably intertwined with our action.” MARC HASSENZAHL
  20. 20. 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
  21. 21. DO WE NEED LEARNER EXPERIENCE DESIGN?
  22. 22. 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
  23. 23. 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
  24. 24. LX DESIGNERS Dr. Jess Knott MSU @jlknott Phil Denman SDSU Dr. Amy Wilson Massey @acaciatech Joyce Seitzinger Academic Tribe @catspyjamasnz
  25. 25. LX DESIGN IS PEDAGOGY AGNOSTIC
  26. 26. https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/
  27. 27. ON THE CO-CREATION OF EXPERIENCES
  28. 28. EXPERIENCES ARE CO-CREATED
  29. 29. PERHAPS A BOOK IS A GOOD EXAMPLE…
  30. 30. 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
  31. 31. 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
  32. 32. DESIGN ACROSS THE GAPS LECTURES PERSONAL LEARNING NETWORK TUTORIALS LMS COURSE SITE SUPPORT SERVICES MOBILE APP
  33. 33. LX DESIGN CAN HAPPEN AT ANY LEVEL/SCALE
  34. 34. SMALL CHANGES ARE FINE: MIKE WESCH’S SYLLABUS
  35. 35. LX PROCESS
  36. 36. 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 Generalproblem Specificproblem Specificsolution LX DOUBLE DIAMOND
  37. 37. USER RESEARCH
  38. 38. USER RESEARCH IN ACTION https://www.youtube.com/watch?v=szr0ezLyQHY
  39. 39. LEARNER OBSERVATION
  40. 40. CARD SORTING
  41. 41. CODING CONVERSATIONS
  42. 42. CODING CONVERSATIONS
  43. 43. USER INTERVIEWS
  44. 44. EMPATHY MAPPING
  45. 45. PERSONAS
  46. 46. PERSONAS
  47. 47. PERSONAS
  48. 48. DEFINING A PROBLEM TO SOLVE
  49. 49. 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 Generalproblem Specificproblem Specificsolution LX DOUBLE DIAMOND
  50. 50. AFFINITY DIAGRAMMING
  51. 51. 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].
  52. 52. 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 Generalproblem Specificproblem Specificsolution LX DOUBLE DIAMOND
  53. 53. HOW MIGHT WE….? From Stanford d.school
  54. 54. SKETCHING & STORYBOARDING
  55. 55. ON SKETCHING “Your sketch is your first minimum viable product.” CATHERINE HILLS
  56. 56. SCENARIO SKETCHING
  57. 57. MIKE ROHDE
  58. 58. JOURNEY MAPPING
  59. 59. SIMILAR TECHNIQUES •  Journey mapping (emotional) •  Scenario mapping (narrative) •  Service Design Blueprint (channels)
  60. 60. From https://sustainableservice.wordpress.com Keeping Graduates Green JOURNEY MAPPING
  61. 61. Fromseedandsprout.com
  62. 62. LEARNER JOURNEY MAPPING – GETTING STARTED
  63. 63. WHEN DO 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
  64. 64. 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 •  To act as a prototype
  65. 65. 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 conversation •  To facilitate collaboration
  66. 66. MAP THE LEARNER PATH & TOUCH POINTS
  67. 67. MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS
  68. 68. MAP THE INTERACTION PHASES
  69. 69. IDENTIFY EMOTIONS
  70. 70. IDENTIFY OPPORTUNITIES & BARRIERS
  71. 71. From http://madebymany.com/blog/we-re-building-the-next-stage-of-picle
  72. 72. 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 !
  73. 73. OUR VE EXPRESS LEARNER JOURNEY MAP
  74. 74. THE TEAM •  Joyce Seitzinger •  Mark Smithers Lecturers •  Annette Cook •  Nicola Hardy Digital Learning Team •  Spiros Soulis •  Angela Nicolettou •  Eloise Acuna
  75. 75. USER RESEARCH IN INITIAL 3 HOUR MAPPING SESSION
  76. 76. FURTHER RESEARCH TO INFORM DIGITAL COLLABORATIVE MAP
  77. 77. FINAL LEARNER JOURNEY MAP
  78. 78. MAP DETAIL
  79. 79. ADDRESS THE PAIN POINTS: IMPROVED COMMUNICATION CHANNELS
  80. 80. PROTOTYPING
  81. 81. ON PROTOTYPING “If a picture is worth a 1000 words, a prototype is worth a 1000 meetings.” TOM & DAVID KELLEY
  82. 82. CREATIVE PRACTICE RESEARCH
  83. 83. PROTOTYPING •  What is the minimum you can rapidly create? •  Get something in front of people •  Get feedback •  Create a new prototype
  84. 84. PROTOTYPING WIREFRAMES: HIGH FIDELITY
  85. 85. PROTOTYPING ON PAPER
  86. 86. 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 Generalproblem Specificproblem Specificsolution LX DOUBLE DIAMOND
  87. 87. ROI OF LX
  88. 88. US AS EXPERIENCE DESIGN ORGANISATIONS
  89. 89. EXPERIENCE DESIGNER TOOLKIT
  90. 90. EXPERIENCE DESIGNER IS NOT A DESIGNER
  91. 91. DIFFERENT WAYS OF COLLABORATING
  92. 92. DIFFERENT WAYS OF COLLABORATING
  93. 93. MAYBE WE NEED LEARNING EXPERIENCE ARCHITECTS http://www.lxdesign.co/2016/04/you-just-might-be-a- learning-experience-architect/
  94. 94. MAYBE WE NEED LEARNING PRODUCT MANAGERS
  95. 95. MAYBE WE NEED USER RESEARCH TEAMS
  96. 96. IDEALLY UX IS AN ORGANISATIONAL APPROACH
  97. 97. PRACTICE LX BY STEALTH
  98. 98. GET A MINI LX DESIGN TOOLKIT •  Poster of LX Double Diamond •  Handouts to get started on User Research: User interviews, Empathy Maps and Persona •  Lean LX Cycle http://tinyurl.com/deanz-lxtoolkit
  99. 99. STAY IN TOUCH www.academictribe.co @catspyjamasnz @academictribe #lxdesign Facebook.com/academictribe Search: lxdesign joyce@academictribe.co

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