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We are all learner experience designers #VDCTLC16

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Keynote - We are all learner experience designers for the VDC conference in Torquay, 2 Sept 2016.

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We are all learner experience designers #VDCTLC16

  1. 1. ME & MY USER EXPERIENCE (UX) 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. WHAT IS EXPERIENCE DESIGN?
  8. 8. NEW JOBS: UX DESIGNERS https://generalassemb.ly/blog/top-5-highest-paying-careers-tech/
  9. 9. 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
  10. 10. www.uxisnotui.com
  11. 11. 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
  12. 12. 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
  13. 13. 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
  14. 14. SERVICE DESIGN INFOGRAPHIC http://www.sutherlandlabs.com/thoughts/top-tips-successful-customer- journey-mapping/
  15. 15. METHODOLOGY
  16. 16. EMPATHY FOR THE USER
  17. 17. EMPATHY FOR THE USER “Feelings are integral to experiences (maybe even its core), inextricably intertwined with our action.” MARC HASSENZAHL
  18. 18. 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
  19. 19. TRY IT: EMPATHY EXERCISE •  Two conversations •  Think about something exciting that is about to happen
  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. LX DESIGNERS Dr. Jess Knott MSU @jlknott Phil Denman SDSU Dr. Amy Wilson Massey @acaciatech Joyce Seitzinger Academic Tribe @catspyjamasnz
  24. 24. LX DESIGN IS PEDAGOGY AGNOSTIC
  25. 25. https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/
  26. 26. ON THE CO-DESIGN OF EXPERIENCES
  27. 27. HELPFUL EXERCISE #1 NOUNS •  Pomegranate •  Pencil •  Bread •  Taxi •  Ceiling •  Cards •  Bottle •  Flower VERBS •  Fly •  Run •  Suggest •  Type •  Develop •  Move •  Play •  Speak
  28. 28. HELPFUL EXERCISE #2 NOUNS •  Screen •  Glasses •  Sweater •  Paper •  Candle •  Book •  Watch •  Kitten VERBS •  Sing •  Sit •  Ask •  Place •  Write •  Sleep •  Jump •  Cry
  29. 29. ON THE CO-CREATION OF EXPERIENCES
  30. 30. EXPERIENCES ARE CO-CREATED
  31. 31. A BOOK IS A GOOD EXAMPLE…
  32. 32. 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
  33. 33. 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
  34. 34. DESIGN ACROSS THE GAPS LECTURES PERSONAL LEARNING NETWORK TUTORIALS LMS COURSE SITE SUPPORT SERVICES MOBILE APPPEER LEARNING LABSWORK PLACEMENTS
  35. 35. LX DESIGN CAN HAPPEN AT ANY LEVEL/SCALE
  36. 36. SMALL CHANGES ARE FINE: MIKE WESCH’S SYLLABUS
  37. 37. LX PROCESS
  38. 38. 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
  39. 39. DISCOVERY
  40. 40. 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
  41. 41. USER RESEARCH IN ACTION https://www.youtube.com/watch?v=szr0ezLyQHY
  42. 42. LEARNER OBSERVATION
  43. 43. CARD SORTING
  44. 44. CODING CONVERSATIONS
  45. 45. CODING CONVERSATIONS
  46. 46. USER INTERVIEWS
  47. 47. EMPATHY MAPPING
  48. 48. PERSONAS
  49. 49. PERSONAS
  50. 50. PERSONAS
  51. 51. RMIT CX TEAM - PERSONAS
  52. 52. 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
  53. 53. DEFINING A CHALLENGE TO ADDRESS
  54. 54. 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
  55. 55. AFFINITY DIAGRAMMING
  56. 56. 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].
  57. 57. HOW MIGHT WE….? From Stanford d.school
  58. 58. DEVELOP POTENTIAL SOLUTIONS
  59. 59. 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
  60. 60. SKETCHING & STORYBOARDING
  61. 61. ON SKETCHING “Your sketch is your first minimum viable product.” CATHERINE HILLS
  62. 62. SCENARIO SKETCHING
  63. 63. IDEA SLAM
  64. 64. TRY IT: IDEA SLAM •  Individually: It is difficult for teachers to alert students to relevant news stories as they happen. How would you solve this? •  Take several sheets and fold them over. Use right side for title and description. Left side for your sketch. •  For a few minutes: Get as many of your ideas down as you can. 1 idea per sheet •  3 mins: Share your ideas with your table •  2 mins: Iterate on own and other’s idea. Sketch some more.
  65. 65. JOURNEY MAPPING
  66. 66. SIMILAR TECHNIQUES •  Journey mapping (emotional) •  Scenario mapping (narrative) •  Service Design Blueprint (channels)
  67. 67. From https://sustainableservice.wordpress.com Keeping Graduates Green JOURNEY MAPPING
  68. 68. Fromseedandsprout.com
  69. 69. LEARNER JOURNEY MAPPING – GETTING STARTED
  70. 70. 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
  71. 71. 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
  72. 72. 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
  73. 73. MAP THE LEARNER PATH & TOUCH POINTS
  74. 74. MAP THE LEARNER PATH & TOUCH POINTS JOIN IN. DESIGN AN INTRODUCTION FORUM ACTIVITY
  75. 75. MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS
  76. 76. MAP THE INTERACTION PHASES
  77. 77. IDENTIFY EMOTIONS
  78. 78. IDENTIFY OPPORTUNITIES & BARRIERS
  79. 79. From http://madebymany.com/blog/we-re-building-the-next-stage-of-picle
  80. 80. 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 !
  81. 81. OUR VE EXPRESS LEARNER JOURNEY MAP
  82. 82. THE TEAM •  Joyce Seitzinger •  Mark Smithers Lecturers •  Annette Cook •  Nicola Hardy Digital Learning Team •  Spiros Soulis •  Angela Nicolettou •  Eloise Acuna
  83. 83. USER RESEARCH IN INITIAL 3 HOUR MAPPING SESSION
  84. 84. FURTHER RESEARCH TO INFORM DIGITAL COLLABORATIVE MAP
  85. 85. FINAL LEARNER JOURNEY MAP
  86. 86. MAP DETAIL
  87. 87. ADDRESS THE PAIN POINTS: IMPROVED COMMUNICATION CHANNELS
  88. 88. DELIVER SOLUTIONS
  89. 89. 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
  90. 90. PROTOTYPING
  91. 91. ON PROTOTYPING “If a picture is worth a 1000 words, a prototype is worth a 1000 meetings.” TOM & DAVID KELLEY
  92. 92. CREATIVE PRACTICE RESEARCH
  93. 93. PROTOTYPING •  What is the minimum you can rapidly create? •  Get something in front of people •  Get feedback •  Create a new prototype
  94. 94. PROTOTYPING WIREFRAMES: HIGH FIDELITY
  95. 95. PROTOTYPING ON PAPER
  96. 96. TRY IT: PROTOTYPING ON PAPER •  Trace the outline of your phone on paper •  Sketch an app for … ?
  97. 97. POP APP
  98. 98. ROI OF LX
  99. 99. US AS EXPERIENCE DESIGN ORGANISATIONS
  100. 100. EXPERIENCE DESIGNER TOOLKIT
  101. 101. EXPERIENCE DESIGNER IS NOT A DESIGNER
  102. 102. DIFFERENT WAYS OF COLLABORATING
  103. 103. GET PROJECT DESIGN TEAMS, BUT MIND CHICKENS AND PIGS
  104. 104. DIFFERENT WAYS OF COLLABORATING
  105. 105. DESIGN SPRINTS
  106. 106. DESIGN SPRINTS
  107. 107. MAYBE WE NEED LEARNING EXPERIENCE ARCHITECTS http://www.lxdesign.co/2016/04/you-just-might-be-a- learning-experience-architect/
  108. 108. OR LEARNING EXPERIENCE LABS
  109. 109. 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/vcd-lxtoolkit
  110. 110. STAY IN TOUCH www.academictribe.co @catspyjamasnz @academictribe #lxdesign Facebook.com/academictribe Search: lxdesign joyce@academictribe.co

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