This document discusses learner experience design. It begins by introducing learner experience design and discussing how it focuses on creating meaningful experiences for learners through various systems and technologies. It then discusses various aspects of learner experience design such as user experience design, experience design, service design thinking, and human-centered design. The document emphasizes empathizing with learners and using methodologies such as journey mapping to understand the learner experience from the learner's perspective in order to identify opportunities to improve the experience. It also discusses techniques for prototyping learner experience solutions and designing across all aspects of the learner's experience.

1. 10 LEARNER
EXPERIENCE
POWERS FROM
EXPERIENCE
GIRL!!!
RFJOYCE SEITZINGER
#IMOOT16
26-27 MAY 2016

2. INTRODUCING EXPERIENCE GIRL
Joyce Seitzinger
Learning experience designer
at Academic Tribe
Recent alter-ego
Connect @catspyjamasnz
Use #imoot16 and #lxdesign

3. WHAT IS LEARNER
EXPERIENCE DESIGN?

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. 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. 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. 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. 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. 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. METHODOLOGY

11. EMPATHY FOR THE USER

12. EMPATHY FOR THE USER
“Feelings are integral to experiences
(maybe even its core), inextricably
intertwined with our action.”
MARC HASSENZAHL

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. DO WE NEED LEARNER
EXPERIENCE DESIGN?

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. 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. CO-CREATED EXPERIENCES

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. 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. 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. 1: LISTENING TO USERS

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. LEARNER OBSERVATION

24. 2. EMPATHY MAPPING

25. EMPATHY MAPPING

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. 3. TRANSLATE FINDINGS INTO
PERSONAS

28. PERSONAS

29. PERSONAS

30. 4. FACILITATE GROUP INPUTS

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. GETTING IT ALL OUT

33. FIND THEMES

34. 5. HELP ARTICULATE A PROBLEM
STATEMENT
?

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. 6. ASK HOW MIGHT WE…?
?

37. HOW MIGHT WE….?
From Stanford d.school

38. 7. DRAW IT OUT!

39. MIKE ROHDE

40. STORYBOARDING

41. 8. MAPPING THE LEARNER JOURNEY

42. SIMILAR TECHNIQUES
• Journey mapping (emotional)
• Scenario mapping (narrative)
• Service Design Blueprint (channels)

43. From https://sustainableservice.wordpress.com
Keeping Graduates Green

44. Fromseedandsprout.com

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. 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. WHEN DO YOU USE JOURNEY MAPPING?
Instead of a prototype
• When a prototype is too expensive to
build
• Have something to shoot at

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. MAP THE LEARNER PATH & TOUCH
POINTS

50. MAP THE PATHS & TOUCH POINTS OF
OTHER STAKEHOLDERS & CHANNELS

51. MAP THE INTERACTION PHASES

52. IDENTIFY EMOTIONS

53. IDENTIFY OPPORTUNITIES & BARRIERS

54. From Designing CX http://designingcx.com/2012/10/23/prototype-portable-journey-mapping-worksheet/

55. From
http://madebymany.com/blog/we-re-building-the-next-stage-of-picle

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. OUR VE EXPRESS LEARNER
JOURNEY MAP

58. THE TEAM
• Joyce Seitzinger
• Mark Smithers
Lecturers
• Annette Cook
• Nicola Hardy
Digital Learning Team
• Spiros Soulis
• Angela Nicolettou
• Eloise Acuna

59. USER RESEARCH IN INITIAL
3 HOUR MAPPING SESSION

60. FURTHER RESEARCH TO INFORM
DIGITAL COLLABORATIVE MAP

61. FINAL LEARNER JOURNEY MAP

62. MAP DETAIL

64. ADDRESS THE PAIN POINTS:
IMPROVED COMMUNICATION
CHANNELS

65. 9. CREATE PROTOTYPES

66. PROTOTYPES
• What is the minimum you can rapidly
create?
• Get something in front of people
• Get feedback
• Create a new prototype

67. PROTOTYPING WIREFRAMES:
LOW FIDELITY

68. PROTOTYPING WIREFRAMES:
HIGH FIDELITY

69. 10. DESIGN ACROSS THE GAPS

70. CONSIDER ALL THE SPACES & ACTIVITIES
LECTURES
PERSONAL
LEARNING
NETWORK
TUTORIALS
LMS
COURSE
SITE
SUPPORT
SERVICES
MOBILE APP

71. STAY IN TOUCH
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joyce@academictribe.co