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ePortfolio Forum: Badge (l)Earner Journey Mapping #eportforum

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Workshop at ePortfolio Forum

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ePortfolio Forum: Badge (l)Earner Journey Mapping #eportforum

  1. 1. LX DESIGN: MAPPING THE BADGE (L)EARNER JOURNEY
  2. 2. THE NATURE OF EXPERIENCE
  3. 3. 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
  4. 4. CHANGING NATURE OF LEARNING EXPERIENCES
  5. 5. CHANGING NATURE OF LEARNING EXPERIENCES
  6. 6. Transfor mational Meaningful 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
  7. 7. ACCESS MINI LX DESIGN TOOLKIT •  Poster of LX Double Diamond •  Handouts to get started on User Research: User interviews, Empathy Maps and Persona, •  Journey Maps •  Lean LX Cycle http://tinyurl.com/eportforum-toolkit
  8. 8. WHAT IS EXPERIENCE DESIGN?
  9. 9. NEW JOBS: UX DESIGNERS https://generalassemb.ly/blog/top-5-highest-paying-careers-tech/
  10. 10. 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
  11. 11. www.uxisnotui.com
  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. METHODOLOGY
  17. 17. EMPATHY FOR THE USER
  18. 18. EMPATHY FOR THE USER “Feelings are integral to experiences (maybe even its core), inextricably intertwined with our action.” MARC HASSENZAHL
  19. 19. 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
  20. 20. DO WE NEED LEARNER EXPERIENCE DESIGN?
  21. 21. 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
  22. 22. 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
  23. 23. CONTRARY POINT TODAY: AUDREY WATTERS
  24. 24. LX DESIGN IS PEDAGOGY AGNOSTIC
  25. 25. https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/
  26. 26. ON THE CO-CREATION OF EXPERIENCES
  27. 27. EXPERIENCES ARE CO-CREATED
  28. 28. A BOOK IS A GOOD EXAMPLE…
  29. 29. 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
  30. 30. 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
  31. 31. DESIGN ACROSS THE GAPS LECTURES PERSONAL LEARNING NETWORK TUTORIALS LMS COURSE SITE SUPPORT SERVICES MOBILE APPPEER LEARNING LABSWORK PLACEMENTS
  32. 32. LX PROCESS
  33. 33. DISCOVER DEFINE DEVELOP DELIVER USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements RESEARCH Technology research Competitor analysis Service design blueprint Learner & stakeholder driven design research Gain insights and define challenges Develop possible learning solutions through iteration Improve and optimize final learner experience TESTING Usability testing A/B testing User observations & interviews Generalchallenge Specificchallenge Specificsolution PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture IMPLEMENT Feedback loops A/B testing Learning analytics IDEA GENERATION Sketching Storyboarding Scenario mapping
  34. 34. YOUR BRIEF
  35. 35. BRIEF INSPIRED BY #EPORTFORUM
  36. 36. YOUR BRIEF You have been asked to design a professional development program for academic staff to upskill in … As part of this program, staff will produce evidence over time and earn a badge. You’ve overheard academic staff talk about the difficulty of getting to PD sessions or finding time, so you know this will be a consideration.
  37. 37. IN YOUR GROUP •  You are going to design this learning experience in a group •  For now, discuss what your PD will be towards. •  Decide on what type of evidence learners may need, and the badge you want to create. •  Sketch it
  38. 38. DISCOVERY
  39. 39. DISCOVER DEFINE DEVELOP DELIVER USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements RESEARCH Technology research Competitor analysis Service design blueprint Learner & stakeholder driven design research Gain insights and define challenges Develop possible learning solutions through iteration Improve and optimize final learner experience TESTING Usability testing A/B testing User observations & interviews Generalchallenge Specificchallenge Specificsolution PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture IMPLEMENT Feedback loops A/B testing Learning analytics IDEA GENERATION Sketching Storyboarding Scenario mapping
  40. 40. USER RESEARCH IN ACTION https://www.youtube.com/watch?v=szr0ezLyQHY
  41. 41. LEARNER OBSERVATION
  42. 42. CARD SORTING
  43. 43. CODING CONVERSATIONS
  44. 44. CODING CONVERSATIONS
  45. 45. USER INTERVIEWS
  46. 46. YOUR TURN: USER INTERVIEWS •  For our project conduct a user interview with a learner 5 mins as a group 1.  Prepare 4-5 learner questions 2.  Create interview guide
  47. 47. YOUR TURN: USER INTERVIEWS See handout in toolkit. Tips •  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 •  Give encouragement: “How did you feel about it? What did you think?” •  Silence is your best friend
  48. 48. YOUR TURN: USER INTERVIEWS ROLE PLAY. CAPTURE WHAT YOU CAN. Pair up with someone from another group •  15 mins •  Interview each other as learners. •  Don’t go for the obvious “learner”. •  7 minutes each way •  Immediately after interview, capture 3 insights
  49. 49. EMPATHY MAPPING
  50. 50. PERSONAS
  51. 51. PERSONAS
  52. 52. PERSONAS
  53. 53. RMIT CX TEAM - PERSONAS
  54. 54. WHY PERSONA? TO AVOID ZOMBIE PERSONA •  They thrive in obscurity •  They’re not really “alive” (to the project) and, at the same time, they’re hard to kill •  They don’t seem that dangerous, but they’ll eat the brains of your project team
  55. 55. WHERE ELSE CAN YOU FIND INFORMATION TO INFORM PERSONA? •  … •  … •  …
  56. 56. YOUR TURN: CREATE A SIMPLE PERSONA In your group, create a simple persona (use the orange paper) •  Give a name and basic bio •  Write a short “day in the life” •  Write 3 points on their teaching experience •  Write 3 points for their pain points •  Write 3 points on their goals
  57. 57. DEFINING A CHALLENGE TO ADDRESS
  58. 58. DISCOVER DEFINE DEVELOP DELIVER USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements RESEARCH Technology research Competitor analysis Service design blueprint Learner & stakeholder driven design research Gain insights and define challenges Develop possible learning solutions through iteration Improve and optimize final learner experience TESTING Usability testing A/B testing User observations & interviews Generalchallenge Specificchallenge Specificsolution PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture IMPLEMENT Feedback loops A/B testing Learning analytics IDEA GENERATION Sketching Storyboarding Scenario mapping
  59. 59. AFFINITY DIAGRAMMING
  60. 60. 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].
  61. 61. HOW MIGHT WE….? From Stanford d.school
  62. 62. DEVELOP POTENTIAL SOLUTIONS
  63. 63. DISCOVER DEFINE DEVELOP DELIVER USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements RESEARCH Technology research Competitor analysis Service design blueprint Learner & stakeholder driven design research Gain insights and define challenges Develop possible learning solutions through iteration Improve and optimize final learner experience TESTING Usability testing A/B testing User observations & interviews Generalchallenge Specificchallenge Specificsolution PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture IMPLEMENT Feedback loops A/B testing Learning analytics IDEA GENERATION Sketching Storyboarding Scenario mapping
  64. 64. SKETCHING & STORYBOARDING
  65. 65. ON SKETCHING “Your sketch is your first minimum viable product.” CATHERINE HILLS
  66. 66. SCENARIO SKETCHING
  67. 67. IDEA SLAM
  68. 68. JOURNEY MAPPING
  69. 69. SIMILAR TECHNIQUES •  Journey mapping (emotional) •  Scenario mapping (narrative) •  Service Design Blueprint (channels)
  70. 70. From https://sustainableservice.wordpress.com Keeping Graduates Green JOURNEY MAPPING
  71. 71. Fromseedandsprout.com
  72. 72. LEARNER JOURNEY MAPPING – GETTING STARTED
  73. 73. 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
  74. 74. 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
  75. 75. 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
  76. 76. @apolaine
  77. 77. MAP THE LEARNER PATH & TOUCH POINTS
  78. 78. MAP THE LEARNER PATH & TOUCH POINTS
  79. 79. MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS
  80. 80. MAP THE INTERACTION PHASES
  81. 81. IDENTIFY EMOTIONS
  82. 82. IDENTIFY OPPORTUNITIES & BARRIERS
  83. 83. From http://madebymany.com/blog/we-re-building-the-next-stage-of-picle
  84. 84. 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 !
  85. 85. OUR VE EXPRESS LEARNER JOURNEY MAP
  86. 86. THE TEAM •  Joyce Seitzinger •  Mark Smithers Lecturers •  Annette Cook •  Nicola Hardy Digital Learning Team •  Spiros Soulis •  Angela Nicolettou •  Eloise Acuna
  87. 87. USER RESEARCH IN INITIAL 3 HOUR MAPPING SESSION
  88. 88. FURTHER RESEARCH TO INFORM DIGITAL COLLABORATIVE MAP
  89. 89. FINAL LEARNER JOURNEY MAP
  90. 90. MAP DETAIL
  91. 91. ADDRESS THE PAIN POINTS: IMPROVED COMMUNICATION CHANNELS
  92. 92. YOUR TURN: CREATE A (L)EARNER JOURNEY MAP FOR YOUR SOLUTION 60 mins •  For your PD solution, map the learner journey and touch points •  Remember that you have ePortfolio and badge actions that need to be mapped •  Organization & other stakeholder touch points •  Different phases •  After 45 mins: present & feedback
  93. 93. THINK ABOUT CHANNELS FIRST •  Learner •  Facilitator /Teacher •  Other •  Front Stage v Backstage •  Artefact
  94. 94. PHASES FOR YOUR PROJECT Some suggested phases: •  Discovery •  Information •  Sign up •  Participation •  Claim •  Badge storage
  95. 95. DELIVER SOLUTIONS
  96. 96. DISCOVER DEFINE DEVELOP DELIVER USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements RESEARCH Technology research Competitor analysis Service design blueprint Learner & stakeholder driven design research Gain insights and define challenges Develop possible learning solutions through iteration Improve and optimize final learner experience TESTING Usability testing A/B testing User observations & interviews Generalchallenge Specificchallenge Specificsolution PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture IMPLEMENT Feedback loops A/B testing Learning analytics IDEA GENERATION Sketching Storyboarding Scenario mapping
  97. 97. PROTOTYPING
  98. 98. ON PROTOTYPING “If a picture is worth a 1000 words, a prototype is worth a 1000 meetings.” TOM & DAVID KELLEY
  99. 99. CREATIVE PRACTICE RESEARCH
  100. 100. PROTOTYPING •  What is the minimum you can rapidly create? •  Get something in front of people •  Get feedback •  Create a new prototype
  101. 101. PROTOTYPING WIREFRAMES: HIGH FIDELITY
  102. 102. PROTOTYPING ON PAPER
  103. 103. TRY IT: PROTOTYPING ON PAPER •  Trace the outline of your phone on paper •  Sketch an app for … ?
  104. 104. POP APP
  105. 105. GET A MINI LX DESIGN TOOLKIT •  Poster of LX Double Diamond •  Handouts to get started on User Research: User interviews, Empathy Maps and Persona, •  Journey Maps •  Lean LX Cycle http://tinyurl.com/eportforum-toolkit
  106. 106. STAY IN TOUCH www.academictribe.co @catspyjamasnz @academictribe #lxdesign Facebook.com/academictribe Search: lxdesign joyce@academictribe.co

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