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TROUBLE SPOT
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HIGH POINT
ADAPTIVE PATH'S GUIDE TO
EXPERIENCE
MAPPING
First Edition
Published August 2013
Adaptive Path
Pier One, Bay 2
San Francisco, CA 94111
adaptivepath.com
Written and designed in
San Francisco and Austin
We love our ideas to spread. This license allows you to remix, tweak,
and build upon our work non-commercially. When doing so, you must
acknowledge Adaptive Path. When in doubt, just ask us. We won’t bite.
For more information on what you can do with the content and ideas
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900, Mountain View, California, 94041, USA.
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BRANDON SCHAUER
CEO
MAPPING THE FUTURE
Organizations collectively spend billions of
dollars each year on experiences intended
to attract, serve, and retain customers.
They build new stores and launch new
websites; answer thousands of questions
in call centers; market, advertise, and
promote in multiple channels; experiment
with trendy mobile apps; roll out new
products; and re-engineer services. In short,
organizations create and manage a myriad
of touchpoints that they want to add up to
a differentiated customer experience.
Of course, customers don't care about these efforts. They care
about meeting their needs across touchpoints and across the
competitive landscape.
When done well, an experience map illuminates the holistic
customer experience, demonstrating the highs and lows people
feel while interacting with your product or service. The process
of mapping uncovers the key customer moments that, once
improved, will unlock a more compelling and more valuable overall
experience. We've used experience mapping in our practice,
among other methods, to generate insights, support new
initiatives, and build stronger futures for the organizations we
partner with.
Our mission at Adaptive Path is to guide our clients towards great
human experiences. We've created this guide for others who are
ready to take on that challenge.
As you collaboratively create and use your experience map, let us
know what you discover!
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Customers are increasingly
choosing products and services
based on the quality of the
experiences they have with them.
These experiences often break down when they span multiple
channels. As a result, organizations need a holistic, human-
centered view of the experiences they create. In short, they need
a map.
Advances in technology and changes in customer expectations
are placing more emphasis on the interconnectedness of
channels and touchpoints that support customers attempting to
satisfy their goals and needs. Smart organizations have realized
a lack of interconnectedness is a major competitive risk. A few
examples:
→ Retailers are grappling with new customer behaviors
that have changed the very essence of what an in-store
experience is and can be.
→ Healthcare providers are seeking new ways to provide
patient-centered continuity of care while maintaining quality
and minimizing cost.
→ Financial institutions, in response to growing regulation,
are adopting new cross-channel service approaches to
differentiate their brand and products.
The Value of
Experience
Mapping
An experience map is a strategic tool for
capturing and presenting key insights into
the complex customer interactions that
occur across experiences with a product,
service, or ecosystem. At the heart of an
experience map lies the customer journey
model, an archetypal journey created from
an aggregate of all customers going from
point A to point B as they attempt to
achieve a goal or satisfy a need.
The activity of mapping builds knowledge
and consensus across teams and
stakeholders, and the map as artifact
allows you to create and support better
customer experiences. In short, experience
mapping is a journey that can involve and
impact your entire organization.
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New challenges require new approaches. Organizations are
recognizing the need to think holistically, but they are struggling
to do so. Projects often focus on individual touchpoints,
technologies, and features without a clear picture of the total
customer experience, and ownership exists for touchpoints
and products, but not for the customer journeys that cut
across them. This verticalization of functions and roles within
organizations prevents individuals from collaborating, and
prevents them from seeing how their work fits within the overall
customer experience.
A failure to examine the customer experience holistically and
in context can lead to failure in meeting your customers’
needs. Making sound decisions and investments requires a
solid understanding of those needs, associated behaviors, and
underlying motivations. Experience mapping is directly aimed at
grappling with and conquering this type of complexity.
Touchpoint: A point of interaction
between a person and any agent
or artifact of an organization.
These interactions take place
at a certain point in time, in a
certain context, and with the
intention of meeting a specific
customer need.
Create a shared frame of
reference around the customer
experience.
Build organizational knowledge of
customer behaviors and needs
across channels.
Identify specific areas of
opportunity to drive ideation and
innovation.
Distribute key customer insights
in a form that is both usable and
easy to understand.
Further organizational evolution
towards customer-centered
thinking.
THE VALUE PROPOSITION
Channel: A medium of interaction
with customers or users. Print,
the web, mobile, voice calls, and
brick and mortar locations are all
common channels for reaching out
to and interacting with customers. A
channel defines the opportunities or
constraints of a touchpoint.
SOME KEY DEFINITIONS
More: http://adaptivepath.com/ideas/there-is-no-spoon-the-construct-of-channels
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The Activity
Experience mapping is a collaborative, iterative process for synthesizing and visualizing
the holistic customer experience. The activity of experience mapping results in an
artifact – an experience map.
The Artifact
An experience map presents, with richness and depth, key
insights into your customers' complete experience. It is a
tool that supports charting new courses of action.
UNCOVER THE TRUTH
Study customer behavior and
interactions across channels
and touchpoints
CHART THE COURSE
Collaboratively synthesize key
insights into a journey model
TELL THE STORY
Visualize a compelling story
that creates empathy and
understanding
USE YOUR MAP
Follow the map to new ideas
and better customer experiences
Experience Mapping
The four steps to making sense of
cross-channel customer journeys
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STEP 01
UNCOVER THE TRUTH
As a best practice, we recommend you scour your organization
for existing data and insights relevant to the experiences you
are attempting to map. It will help you get started, while bringing
focus to your research around remaining, unanswered questions.
While doing new research takes more investment of time and
money, it’s a critical step in the experience mapping process,
to ensure you end up with an artifact you can confidently
use to support strategic thinking.
The value of an experience map is directly tied
to the quality of insights it communicates.
You want to tell a
story, but it has to
be a true story.
Piecing together the big picture of how
and why customers are interacting with
different channels, touchpoints, products
and services is where your journey begins.
Start with the obvious, don't reinvent the
wheel, talk to your customers, never rely
on just one data source, and be iterative!
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DISCOVERY WITH RIGOR
The research and discovery process is
an essential investment to ensure that
your experience map captures the full
customer story. Not everything you find
will end up in your experience map, but
the value at this stage is developing a
firmer understanding of both the customer
experience and the context around it.
As you work toward this understanding, look to a variety of
information sources. For early stage discovery, call center logs,
customer satisfaction surveys, or existing personas could be
excellent resources. Your research should collect insights that
add breadth and depth to the existing knowledge you uncover,
and for this, talking to customers is indispensable.
Leverage your existing research and subject matter experts,
but never rely on just one data source. Triangulate your problem
space to get the full picture, and let the process tell you if you
still have knowledge gaps. In order for others to buy into the
story your map will tell, they need to know it’s an authentic story
built from strong insights based on real data.
As you collect your data, don't expect it to be organized.
Research and discovery is all about assembling the parts that
let you build a strong foundation for your experience map.
TOI VALENTINE
Experience Designer
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Doing What actions
are customers taking
to meet their needs?
What are their key
behaviors?
Thinking How do
people frame and
evaluate their
experience? What
do they expect?
Feeling What emotions
do people have
along their journey?
What are the highs?
The lows?
BUILDINGBLOCKS
RESEARCH
The Building
Blocks of
Experience Mapping
Human experience is complex, and mostly
intangible. Yet the challenge of experience
mapping is to uncover, little by little,
critical information about your customers’
experiences. Through trial and error, we’ve
developed a simple framework to guide
the discovery and research work required
in the experience mapping process. We
call them building blocks. The key building
blocks are Doing, Thinking, and Feeling, but
to understand the full context of customer
experience, we also consider Place, Time,
Devices, and Relationships. Don't forget
Channel and Touchpoints!
We recommend sorting your research
and discovery work into building blocks
by asking yourself key questions along
the way. We've provided a few examples
for Doing, Thinking, and Feeling to help
you get started.
DISCOVERY
Quantitative QuantitativeQualitative Qualitative
DOING
DEVICES
TOUCHPOINTSPLACE TIME
THINKING
RELATIONSHIPS
FEELING
1 0
Quantitative
Research
Many insights can be drawn from
reviewing web analytics and digging
deep into data sources that reveal what
current customers are doing when they
interact with your organization. Paired
with customer satisfaction data, you can
spot issues in your customer funnel or see
which channels and touchpoints generally
get higher or lower marks.
In addition to analyzing existing data,
you may find it useful to create a survey
targeted at existing and prospective
customers. A survey can answer basic
questions, help validate what you learn in
qualitative studies, or yield insights that
help prioritize the focus of your customer
interviews. It may also make stakeholders
feel more comfortable that the experience
map is based on a large enough sample
size of customer data.
We're big fans of quantitative research
when it comes to experience maps.
However, customer conversations and
observations are your primary tool to
learn, identify patterns, and capture the
richness of human experience.
1 1
Qualitative Research
Having conversations with customers is a common and reliably
successful method used to gain insights for an experience map.
You'll want them to focus on a story that is relevant to the
product, service, or problem area you are investigating. When
possible, interviewing or observing customers in their natural
setting will provide you with the richest data.
We recommend following a directed storytelling technique that
guides the conversation with a series of open-ended questions.
Your goal is to encourage the paticipant to share their story.
Foster an engaging conversation, rather than pointed questions,
and focus your observations on the experience mapping building
blocks. Remember that the core building blocks are Doing,
Thinking, and Feeling.
Try to get a sense for the customer's lasting impression of the
experience, and make sure to document with rigor. Combined
with the findings from your discovery process, and any additional
qualitative data you've collected, your customer conversations
and observations will form the backbone of the story your
experience map will tell.
SKETCHNOTING
Creating sketchnotes of your customers’ stories
as they are recounted to you can help you
create visual artifacts that engage stakeholders
better than text notes.
1 2
THINKING
(FRAMING)
HEARING
RELATIONSHIPS PLACETIME
DEVICE
FEELING
(MOTIVATIONS)
DOING
(BEHAVIOR)
SEEING
(CONTEXT)
1 2
1 5
STEP 02
CHART THE COURSE
We love making experience maps. We
want to stress, however, that it is a
collaborative activity. The process of
experience mapping is just as important
as the actual artifact, and stakeholder
participation creates direct customer
empathy among the people who can most
affect the experiences customers have.
By this point in your experience mapping project, you should have
a key group of stakeholders from across the organization who
have been kept in the loop of your discovery and research.
Even better, some of them have participated. The discussions
experience mapping fosters, the consensus it builds, and the
shared reference it creates will be critical to push your organization
toward embracing new insights and taking action.
This is not a solo adventure.
It’s the activity,
not the artifact.
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CHRIS RISDON
Design Director
THE ANATOMY OF AN
EXPERIENCE MAP
A few years ago, we did a survey of
publicly available experience maps and
compared them to the ones we have
created in our practice. While there
were few quality examples and major
differences in how all these maps were
designed, we did see some patterns
that led us to define a basic framework
for designing an experience map. The
components of this framework are:
the lens, the customer journey model,
and the takeaways.
1 The lens is an overriding filter through which you view
the journey, such as a persona, more general experience
principles, or a value proposition.
2 The customer journey model depicts the range of
interactions customers have across channels, touchpoints,
time, and space in pursuit of satisfying one or more needs.
3 The takeaways summarize key findings from the experience
mapping process.
The moment you conceive of a plan to map the customer
journey, you need to chart a course to actionable results.
The takeaways signal which way you are recommending the
organization head next.
Your takeaways could include:
→ Strategic insights
→ Recommendations
→ Design principles
Takeaways are typically added to the map late in the process,
once you have begun to pivot from understanding the current
state of your customer experience to envisioning the future
state. There are different takeaways you could include, but they
should answer the questions “So what?” and “What now?”
More: http://adaptivepath.com/ideas/the-anatomy-of-an-experience-map
1 7
Rail Europe
Experience Map
An experience map, at its core, is a visual
narrative of the customer journey. Your
goal is to bring this data to life through a
visually engaging infographic that is easy
to comprehend. Your model should include
the key building blocks – Doing, Thinking,
and Feeling – but your information design
should emphasize the most important
dimensions of all of your customers’
journeys. This could be transitions
between phases, switching channels, or
the location of interactions.
BUILDING BLOCKS
PROVIDE STRUCTURE TO
THE JOURNEY MODEL.
SHOW WHAT CUSTOMERS ARE DOING
SO READERS CAN UNDERSTAND THE
EXPERIENCE AT A GLANCE.
IDENTIFY KEY
OPPORTUNITIES AS
YOU WORK.
GUIDING PRINCIPLES EMERGE AS YOU BEGIN TO
UNDERSTAND THE JOURNEY.
IDENTIFY THE STAGES
OF THE TYPICAL
CUSTOMER JOURNEY.
1 8
The Experience
Mapping Workshop
You've formed a group of key stakeholders
from across the organization. It’s now time
to get them all together and take stock of
what you've learned.
An experience mapping workshop is hard
work, but fun and incredibly productive.
Your role as facilitator is to create a
clear context, outline the goals, guide
participants through the activity, and
keep everyone motivated and happy. The
goal of your workshop is to deconstruct
your research into the building blocks and
then construct a customer journey model
from those pieces. You will need the right
physical space, attendees, supplies, and
a sufficient amount of time in order to run
a successful session.
FACILITATING A SUCCESSFUL WORKSHOP
Organizational cultures vary, but a good rule of thumb is to
schedule well in advance, and prepare to facilitate with great
professionalism. Here are the steps we recommend:
1 Set the context Prepare a short presentation to catch
everyone up on your discovery and research work.
2 Organize yourselves Divide participants into teams of four to
six. Make sure each team has a balance of different roles and
functions.
3 Deconstruct Each team will need to go through the research
notes and pull out the building blocks.
4 Stage As the sticky notes build up, have one person from
each team move them to the butcher paper, starting with
Doing.
5 Construct From this point on, the team should start to group
duplicate stickies and begin finding relationships among them.
6 Shape By the end of the session, each group should be
moving from figuring out the customer journey to arranging
the key insights into a story.
Workshop Supply List
→ Butcher paper
→ Painter's tape
→ Black sharpies
→ Sticky notes (5 or more
colors)
→ A camera
Facilitation Tips
→ Keep groups to six people or fewer
→ Create handouts with clear
instructions
→ Provide copies of research notes
→ Remember to take breaks
→ Share out across groups
→ Take lots of pictures
1 9
PROGRAMS
MARKETING
INFORMATION
TECHNOLOGY
EXECUTIVE
PARTNERSHIPS
USER EXPERIENCE
GUEST
SERVICES
MEMBERSHIP
EXHIBITS
ASSEMBLE DIVERSE TEAMS
AND PERSPECTIVES
2 0
THE ROUGH MAP
After the dust has settled, you should
have a pretty good grasp of your customer
journey model and many insights to
consider including in your experience map.
Your next step is to clean up the outputs
from your session. Don’t let too much
time go by without sharing what you have
modeled.
Building a draft version of your map will
take some time, because you are beginning
to think through your story in its basic,
outline form. Once you’re done, share
it with others. Make sure you can walk
through it from top to bottom and end to
end. Explaining your draft map aloud will
help you identify what’s important and
what’s extraneous.
Iterate in sticky-note form until you feel
the basic spine of your story is there but
don’t make it perfect just yet. Much of
your editing will happen when you move
from stickies to sketching.
TEST STAGES WITHIN THE
GROUP. YOU CAN ADD AND
REMOVE THEM AS THE
STORY EVOLVES.
CLUSTER AND ORGANIZE ON THE FLY.
IF YOU NEED MORE DETAIL, DON'T BE
AFRAID TO DRAW AND ANNOTATE.
TIP: PULL OUT CUSTOMER QUOTES
TO ALIGN WITH KEY MOMENTS OF
THE JOURNEY.
USE BUILDING BLOCKS TO
BUILD STRUCTURE. GROUPING
BY COLOR HELPS GET THE
IDEAS DOWN FAST.
2 1
STEP 03
TELL THE STORY
You have correlated your data, modeled the key moments of your
customer journey, and identified some engaging quotes that
summarize key insights. Before you begin visualizing your map,
you will need to make some decisions about what will be included
in your story, and what won’t. This means separating important
insights from nice-to-have details, while identifying the relative
priorities among your building blocks. Take a moment to evaluate
your work and identify the key components of the story your map
will tell.
Like any good story, there's a beginning,
a middle, and an end.
Design for impact.
Your workshop activities and sticky note
work will have resulted in a strong outline.
To ensure your experience mapping
project ends with a bang, not a whimper,
invest time in crafting and visualizing a
compelling story.
2 2
IRAN NARGES & AMBER REED
Visual Interaction Designers
MAKING IT REAL
A good experience map has a lot in
common with a good poster. What makes
a good poster? Above all, hierarchy.
Your map should make a strong statement
immediately, but work on multiple levels.
A way to determine the right hierarchy is
to consider what would stand out when
viewed from different distances and for
different lengths of time. What would stand
out after one quick glance? After one
minute? After ten minutes? What should
stand out from across a room, and what is OK to be discovered after
closer inspection?
Turning your map into a compelling visual story means thinking
through both the work you've done and the work you want to
inspire. Here are some suggestions for how to reach the end of
your journey successfully:
1 Have a point of view. Can you summarize the key points you
want someone to walk away with after viewing the map?
What story do you want them to tell to other people?
2 Consider your audience. What kind of details will help them
best understand the story? Which insights are essential for
them to make good strategic and design decisions?
3 Design for impact. What immediate next steps do you want
your map to initiate? What other uses of the map are you
hoping to encourage in the short-, mid-, and long-term?  
Your goal is to craft a communication piece that can stand on
its own, inspire new ideas, and have longevity as a strategy and
design tool. In the end, every map is unique.
More: http://adaptivepath.com/ideas/exploratorium-mapping-the-
experience-of-experiments
2 3
DOINGTHINKINGFEELING
RESEARCH PURCHASE USE
• How will this process
work?
• What sort of payment
plans are available?
• How do I even get
started?
• Excited, but a little
anxious
• Unsure
• Ready to get started
• Worrying about money
• Wants to consult friends
and family for advice
• Browsing the internet
• Comparing experiences
with friends and family
• Doing background
research
• Reading horror story
reviews online
• Watching commercials
• Reading advertisements
• Is there a trial period for
this product?
• Would a friend like this
product?
• Can I save money by
buying multiple products?
• Can I buy it online? Do I
need to go to a store?
• In the mood to spend
• Convinced
• Excited to own
something brand new
• Interacting with sales
staff
• Sharing information about
the purchase via social
networks
• Driving to brick-and-
mortar store to buy
product
• Does this store have a
return policy?
• Why is nothing about
returns or warranties
written on their website?
• I’m happy about my
purchase and would be
willing to tell others
about this service!
• Happy
• Relieved
• Impressed
• Satisfied
• Ready to refer friends
and family to service
• Relaxing
• Writing rave reviews
online
• Using the new product on
a regular basis
• Refering friends and
family
"YAY!"
"OH, NO!"
"CAN SOMEONE
HELP ME?"
MAKE SURE SUPPORTING
INFORMATION IS PRESENT,
BUT SECONDARY.
CHOOSE THE STORY YOU WANT TO LEAD WITH
AND USE SCALE, CONTRAST, AND COLOR TO
CREATE HIERARCHY.
HIGHLIGHT AREAS OF
GREATEST OPPORTUNITY.
2 4
Sketching your story
Sketching is a great tool for generating ideas and exploring
approaches to visualizing your map. Your final visual should
convey the essence of the story immediately, so if you can’t
sketch it, you may not have your story yet.
As you sketch, experiment with how the different building
blocks could drive the narrative. A few examples:
1 Take Feeling and draw the emotional journey of your
customers.
2 Try using your customers’ actions (Doing) across time as
the spine of the story.
3 Choose Place and organize your key insights by decision
points within a physical context.
Then layer other building blocks and data onto that foundation.
The key is to realize ideas quickly, iterate your story and visual
model, and keep at it until a compelling narrative emerges.
To tell a great story, you'll need to focus, communicate hierarchy,
sketch fearlessly, and try to keep it simple. When it all comes
together, it's time for the final payoff: using your experience map.
2
1
3
2 5
STEP 04
USE YOUR MAP
We recommend you circulate your map far and wide. Get it into
the organizational bloodstream, so it can begin to impact decision
making across your organization. Present it in meetings. Print it
large and post it where it will get attention. Produce a tabloid-
sized version that will make its way onto the desks of executives.
Package it with other insights and recommendations, such as
experience principles and personas. Most importantly: use your
map as a tool.
Your journey has just begun.
It's a catalyst,
not a conclusion.
Your experience map allows you to chart
new courses of action to better meet
the needs of your customers. It is also a
symbol that can unite people from across
your organization, supporting a focus on
the broader customer experience.
2 6
EMBRACING COMPLEXITY
We’ve seen many of our clients struggle
to make sense of and design for complex
customer interactions that occur in a
series of moments across channels,
touchpoints, time, and place. In our
practice, we’ve gravitated toward or
invented approaches that help take on
this challenge. We commonly use methods
such as ecosystem mapping, service
blueprinting, cross-channel architecture,
and (of course) experience mapping.
This seems to be the heyday of experience mapping, although it
is not a new concept. As organizations struggle to make sense
of their omnichannel customer interactions, mapping the larger
experience is increasingly seen as a smart and effective way
to do so. As a collaborative activity with a tangible outcome, it
helps stakeholders break free of the nearsightedness of their role,
their channel, or their touchpoint to look at the organizational
capabilities needed to support the holistic customer experience.
Because of course, customers don’t care about channels or
touchpoints. They care about achieving their goals and meeting
their needs. Experience mapping places an outside-in lens on
customer behavior and helps stakeholders see the world as their
customers do.
Understanding the complexity of your customers' needs is an
ongoing challenge, and embracing that complexity necessitates
new tools and new ways of thinking. As you use your map to
develop and support the future of your product and service
offerings, remember that the map itself is just a part of a larger
journey in modernizing your organization's approach: from
reductionistic to holistic, from touchpoint to ecosystem, and from
transactions to relationships.
More: http://adaptivepath.com/ideas/value-isnt-a-subtractive-process-
designing-from-the-outside-in
PATRICK QUATTLEBAUM
Design Director
2 7
Insights to Action
In our practice, we employ experience
maps to apply systems thinking toward
generating new ideas and concepts
collaboratively with our clients. The
resulting ideas better account for the
relationships between customers and
the broader ecosystem of channels,
touchpoints, places, and other people.
It helps stakeholders feel confident that
the strategies derived from their work
will benefit both customers and the
organization.
Just as no two maps are alike, there isn’t
a single approach to using an experience
map to generate new ideas. We often
invent new, just-in-time approaches to
meet the unique strategic objectives of our
clients or to work within the constraints
of time and budget on an initiative. Here
are three examples of how an experience
map can be put into practice. What these
methods have in common is iterative
collaboration with stakeholders. Always
remember: it’s not a solo journey.
Issue/Opportunity Identification and Prioritization
Using the structure provided by your map, chronicle issues
or opportunities for addressing customer pain points at each
stage of the customer journey. Prioritize according to business
and customer value. This method helps you quickly work with
stakeholders to identify high-value areas of opportunity.
Experience Storyboards
Using your map and simple storyboard templates, along with
additional tools like personas or experience principles, use rapid
ideation to generate stories of future experiences. This approach
provides stakeholders with a forum for ideas grounded in the
insights of your customer journey.
Future Experience Mapping
Using the map as a reference, define the ideal customer
journey through mapping out what customers would ideally
do, think, and feel as they interact with touchpoints on the
way to satisfying their needs. This method encourages cross-
functional collaboration to define cross-channel experience
principles.
2 8
Uncharted
Territories
Rigor in your research and creativity in
your mapmaking should lead to the use of
your experience map as a strategic tool
for multiple planning and execution cycles.
Yet, the static nature of your artifact will
be in opposition to the changing world
around it. This is to be expected. Be on
the lookout for changes in marketplace,
customer needs, and organizational
objectives. Hopefully, your experience map
has helped drive many of these changes;
don't be afraid to change it as needed.
Our goal in writing this guide was simple:
to get more organizations to focus on
the customer journey across channels,
touchpoints, time, and place. Why? Too
much thinking goes into the pieces that
make up experiences and not the whole.
Too little work goes into looking at the big
picture and designing to help customers
navigate the complex world around them.
Too little time is spent working across silos
to support the needs of customers.
CHARTING YOUR FUTURE
If you've made it this far through our
guide, you know that it takes quite a bit
of time and effort to make and use an
experience map. We hope the information
presented here equips you for the
challenge of mapping your customers'
journeys. If your organization needs help
pulling it off, contact us. We're happy to
talk about working together.
For those of you embarking on your own
mapping journey, let us know how it's
going! We'd love to hear from you and see
your maps. Feel free to use the #xmapping
tag on Twitter, or send us photos and
stories at xmapping@adaptivepath.com.
Happy mapping!
ABOUT ADAPTIVE PATH
We're experienced guides, strategic
thinkers, design doers, and expert jugglers.
We make great experiences happen across
touchpoints, businesses, and industries.
2 9
Thanks to Adaptive Path staff for their work in creating this guide:
Brandon Schauer, Patrick Quattlebaum, Chris Risdon, Bryn Bowman,
Pam Daghlian, Rae Brune, Amber Reed, Iran Narges, Toi Valentine,
Gabrielle Parsons and Evi Hui. A special thanks to our summer
interns for all their help: Shahrzad Samadzadeh and Jason Ham.

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A Guide To Customer Experience Mapping

  • 1. TROUBLE SPOT LOW POINT HIGH POINT ADAPTIVE PATH'S GUIDE TO EXPERIENCE MAPPING
  • 2. First Edition Published August 2013 Adaptive Path Pier One, Bay 2 San Francisco, CA 94111 adaptivepath.com Written and designed in San Francisco and Austin We love our ideas to spread. This license allows you to remix, tweak, and build upon our work non-commercially. When doing so, you must acknowledge Adaptive Path. When in doubt, just ask us. We won’t bite. For more information on what you can do with the content and ideas contained in this guide, go here: http://creativecommons.org/licenses/ by-nc/3.0/ or send a letter to Creative Commons, 444 Castro Street, Suite 900, Mountain View, California, 94041, USA.
  • 3. 0 3 BRANDON SCHAUER CEO MAPPING THE FUTURE Organizations collectively spend billions of dollars each year on experiences intended to attract, serve, and retain customers. They build new stores and launch new websites; answer thousands of questions in call centers; market, advertise, and promote in multiple channels; experiment with trendy mobile apps; roll out new products; and re-engineer services. In short, organizations create and manage a myriad of touchpoints that they want to add up to a differentiated customer experience. Of course, customers don't care about these efforts. They care about meeting their needs across touchpoints and across the competitive landscape. When done well, an experience map illuminates the holistic customer experience, demonstrating the highs and lows people feel while interacting with your product or service. The process of mapping uncovers the key customer moments that, once improved, will unlock a more compelling and more valuable overall experience. We've used experience mapping in our practice, among other methods, to generate insights, support new initiatives, and build stronger futures for the organizations we partner with. Our mission at Adaptive Path is to guide our clients towards great human experiences. We've created this guide for others who are ready to take on that challenge. As you collaboratively create and use your experience map, let us know what you discover!
  • 4. 0 4 Customers are increasingly choosing products and services based on the quality of the experiences they have with them. These experiences often break down when they span multiple channels. As a result, organizations need a holistic, human- centered view of the experiences they create. In short, they need a map. Advances in technology and changes in customer expectations are placing more emphasis on the interconnectedness of channels and touchpoints that support customers attempting to satisfy their goals and needs. Smart organizations have realized a lack of interconnectedness is a major competitive risk. A few examples: → Retailers are grappling with new customer behaviors that have changed the very essence of what an in-store experience is and can be. → Healthcare providers are seeking new ways to provide patient-centered continuity of care while maintaining quality and minimizing cost. → Financial institutions, in response to growing regulation, are adopting new cross-channel service approaches to differentiate their brand and products. The Value of Experience Mapping An experience map is a strategic tool for capturing and presenting key insights into the complex customer interactions that occur across experiences with a product, service, or ecosystem. At the heart of an experience map lies the customer journey model, an archetypal journey created from an aggregate of all customers going from point A to point B as they attempt to achieve a goal or satisfy a need. The activity of mapping builds knowledge and consensus across teams and stakeholders, and the map as artifact allows you to create and support better customer experiences. In short, experience mapping is a journey that can involve and impact your entire organization.
  • 5. 0 5 New challenges require new approaches. Organizations are recognizing the need to think holistically, but they are struggling to do so. Projects often focus on individual touchpoints, technologies, and features without a clear picture of the total customer experience, and ownership exists for touchpoints and products, but not for the customer journeys that cut across them. This verticalization of functions and roles within organizations prevents individuals from collaborating, and prevents them from seeing how their work fits within the overall customer experience. A failure to examine the customer experience holistically and in context can lead to failure in meeting your customers’ needs. Making sound decisions and investments requires a solid understanding of those needs, associated behaviors, and underlying motivations. Experience mapping is directly aimed at grappling with and conquering this type of complexity. Touchpoint: A point of interaction between a person and any agent or artifact of an organization. These interactions take place at a certain point in time, in a certain context, and with the intention of meeting a specific customer need. Create a shared frame of reference around the customer experience. Build organizational knowledge of customer behaviors and needs across channels. Identify specific areas of opportunity to drive ideation and innovation. Distribute key customer insights in a form that is both usable and easy to understand. Further organizational evolution towards customer-centered thinking. THE VALUE PROPOSITION Channel: A medium of interaction with customers or users. Print, the web, mobile, voice calls, and brick and mortar locations are all common channels for reaching out to and interacting with customers. A channel defines the opportunities or constraints of a touchpoint. SOME KEY DEFINITIONS More: http://adaptivepath.com/ideas/there-is-no-spoon-the-construct-of-channels
  • 6. 0 6 The Activity Experience mapping is a collaborative, iterative process for synthesizing and visualizing the holistic customer experience. The activity of experience mapping results in an artifact – an experience map. The Artifact An experience map presents, with richness and depth, key insights into your customers' complete experience. It is a tool that supports charting new courses of action. UNCOVER THE TRUTH Study customer behavior and interactions across channels and touchpoints CHART THE COURSE Collaboratively synthesize key insights into a journey model TELL THE STORY Visualize a compelling story that creates empathy and understanding USE YOUR MAP Follow the map to new ideas and better customer experiences Experience Mapping The four steps to making sense of cross-channel customer journeys
  • 7. 0 7 STEP 01 UNCOVER THE TRUTH As a best practice, we recommend you scour your organization for existing data and insights relevant to the experiences you are attempting to map. It will help you get started, while bringing focus to your research around remaining, unanswered questions. While doing new research takes more investment of time and money, it’s a critical step in the experience mapping process, to ensure you end up with an artifact you can confidently use to support strategic thinking. The value of an experience map is directly tied to the quality of insights it communicates. You want to tell a story, but it has to be a true story. Piecing together the big picture of how and why customers are interacting with different channels, touchpoints, products and services is where your journey begins. Start with the obvious, don't reinvent the wheel, talk to your customers, never rely on just one data source, and be iterative!
  • 8. 0 8 DISCOVERY WITH RIGOR The research and discovery process is an essential investment to ensure that your experience map captures the full customer story. Not everything you find will end up in your experience map, but the value at this stage is developing a firmer understanding of both the customer experience and the context around it. As you work toward this understanding, look to a variety of information sources. For early stage discovery, call center logs, customer satisfaction surveys, or existing personas could be excellent resources. Your research should collect insights that add breadth and depth to the existing knowledge you uncover, and for this, talking to customers is indispensable. Leverage your existing research and subject matter experts, but never rely on just one data source. Triangulate your problem space to get the full picture, and let the process tell you if you still have knowledge gaps. In order for others to buy into the story your map will tell, they need to know it’s an authentic story built from strong insights based on real data. As you collect your data, don't expect it to be organized. Research and discovery is all about assembling the parts that let you build a strong foundation for your experience map. TOI VALENTINE Experience Designer
  • 9. 0 9 Doing What actions are customers taking to meet their needs? What are their key behaviors? Thinking How do people frame and evaluate their experience? What do they expect? Feeling What emotions do people have along their journey? What are the highs? The lows? BUILDINGBLOCKS RESEARCH The Building Blocks of Experience Mapping Human experience is complex, and mostly intangible. Yet the challenge of experience mapping is to uncover, little by little, critical information about your customers’ experiences. Through trial and error, we’ve developed a simple framework to guide the discovery and research work required in the experience mapping process. We call them building blocks. The key building blocks are Doing, Thinking, and Feeling, but to understand the full context of customer experience, we also consider Place, Time, Devices, and Relationships. Don't forget Channel and Touchpoints! We recommend sorting your research and discovery work into building blocks by asking yourself key questions along the way. We've provided a few examples for Doing, Thinking, and Feeling to help you get started. DISCOVERY Quantitative QuantitativeQualitative Qualitative DOING DEVICES TOUCHPOINTSPLACE TIME THINKING RELATIONSHIPS FEELING
  • 10. 1 0 Quantitative Research Many insights can be drawn from reviewing web analytics and digging deep into data sources that reveal what current customers are doing when they interact with your organization. Paired with customer satisfaction data, you can spot issues in your customer funnel or see which channels and touchpoints generally get higher or lower marks. In addition to analyzing existing data, you may find it useful to create a survey targeted at existing and prospective customers. A survey can answer basic questions, help validate what you learn in qualitative studies, or yield insights that help prioritize the focus of your customer interviews. It may also make stakeholders feel more comfortable that the experience map is based on a large enough sample size of customer data. We're big fans of quantitative research when it comes to experience maps. However, customer conversations and observations are your primary tool to learn, identify patterns, and capture the richness of human experience.
  • 11. 1 1 Qualitative Research Having conversations with customers is a common and reliably successful method used to gain insights for an experience map. You'll want them to focus on a story that is relevant to the product, service, or problem area you are investigating. When possible, interviewing or observing customers in their natural setting will provide you with the richest data. We recommend following a directed storytelling technique that guides the conversation with a series of open-ended questions. Your goal is to encourage the paticipant to share their story. Foster an engaging conversation, rather than pointed questions, and focus your observations on the experience mapping building blocks. Remember that the core building blocks are Doing, Thinking, and Feeling. Try to get a sense for the customer's lasting impression of the experience, and make sure to document with rigor. Combined with the findings from your discovery process, and any additional qualitative data you've collected, your customer conversations and observations will form the backbone of the story your experience map will tell. SKETCHNOTING Creating sketchnotes of your customers’ stories as they are recounted to you can help you create visual artifacts that engage stakeholders better than text notes.
  • 13. 1 5 STEP 02 CHART THE COURSE We love making experience maps. We want to stress, however, that it is a collaborative activity. The process of experience mapping is just as important as the actual artifact, and stakeholder participation creates direct customer empathy among the people who can most affect the experiences customers have. By this point in your experience mapping project, you should have a key group of stakeholders from across the organization who have been kept in the loop of your discovery and research. Even better, some of them have participated. The discussions experience mapping fosters, the consensus it builds, and the shared reference it creates will be critical to push your organization toward embracing new insights and taking action. This is not a solo adventure. It’s the activity, not the artifact.
  • 14. 1 6 CHRIS RISDON Design Director THE ANATOMY OF AN EXPERIENCE MAP A few years ago, we did a survey of publicly available experience maps and compared them to the ones we have created in our practice. While there were few quality examples and major differences in how all these maps were designed, we did see some patterns that led us to define a basic framework for designing an experience map. The components of this framework are: the lens, the customer journey model, and the takeaways. 1 The lens is an overriding filter through which you view the journey, such as a persona, more general experience principles, or a value proposition. 2 The customer journey model depicts the range of interactions customers have across channels, touchpoints, time, and space in pursuit of satisfying one or more needs. 3 The takeaways summarize key findings from the experience mapping process. The moment you conceive of a plan to map the customer journey, you need to chart a course to actionable results. The takeaways signal which way you are recommending the organization head next. Your takeaways could include: → Strategic insights → Recommendations → Design principles Takeaways are typically added to the map late in the process, once you have begun to pivot from understanding the current state of your customer experience to envisioning the future state. There are different takeaways you could include, but they should answer the questions “So what?” and “What now?” More: http://adaptivepath.com/ideas/the-anatomy-of-an-experience-map
  • 15. 1 7 Rail Europe Experience Map An experience map, at its core, is a visual narrative of the customer journey. Your goal is to bring this data to life through a visually engaging infographic that is easy to comprehend. Your model should include the key building blocks – Doing, Thinking, and Feeling – but your information design should emphasize the most important dimensions of all of your customers’ journeys. This could be transitions between phases, switching channels, or the location of interactions. BUILDING BLOCKS PROVIDE STRUCTURE TO THE JOURNEY MODEL. SHOW WHAT CUSTOMERS ARE DOING SO READERS CAN UNDERSTAND THE EXPERIENCE AT A GLANCE. IDENTIFY KEY OPPORTUNITIES AS YOU WORK. GUIDING PRINCIPLES EMERGE AS YOU BEGIN TO UNDERSTAND THE JOURNEY. IDENTIFY THE STAGES OF THE TYPICAL CUSTOMER JOURNEY.
  • 16. 1 8 The Experience Mapping Workshop You've formed a group of key stakeholders from across the organization. It’s now time to get them all together and take stock of what you've learned. An experience mapping workshop is hard work, but fun and incredibly productive. Your role as facilitator is to create a clear context, outline the goals, guide participants through the activity, and keep everyone motivated and happy. The goal of your workshop is to deconstruct your research into the building blocks and then construct a customer journey model from those pieces. You will need the right physical space, attendees, supplies, and a sufficient amount of time in order to run a successful session. FACILITATING A SUCCESSFUL WORKSHOP Organizational cultures vary, but a good rule of thumb is to schedule well in advance, and prepare to facilitate with great professionalism. Here are the steps we recommend: 1 Set the context Prepare a short presentation to catch everyone up on your discovery and research work. 2 Organize yourselves Divide participants into teams of four to six. Make sure each team has a balance of different roles and functions. 3 Deconstruct Each team will need to go through the research notes and pull out the building blocks. 4 Stage As the sticky notes build up, have one person from each team move them to the butcher paper, starting with Doing. 5 Construct From this point on, the team should start to group duplicate stickies and begin finding relationships among them. 6 Shape By the end of the session, each group should be moving from figuring out the customer journey to arranging the key insights into a story. Workshop Supply List → Butcher paper → Painter's tape → Black sharpies → Sticky notes (5 or more colors) → A camera Facilitation Tips → Keep groups to six people or fewer → Create handouts with clear instructions → Provide copies of research notes → Remember to take breaks → Share out across groups → Take lots of pictures
  • 18. 2 0 THE ROUGH MAP After the dust has settled, you should have a pretty good grasp of your customer journey model and many insights to consider including in your experience map. Your next step is to clean up the outputs from your session. Don’t let too much time go by without sharing what you have modeled. Building a draft version of your map will take some time, because you are beginning to think through your story in its basic, outline form. Once you’re done, share it with others. Make sure you can walk through it from top to bottom and end to end. Explaining your draft map aloud will help you identify what’s important and what’s extraneous. Iterate in sticky-note form until you feel the basic spine of your story is there but don’t make it perfect just yet. Much of your editing will happen when you move from stickies to sketching. TEST STAGES WITHIN THE GROUP. YOU CAN ADD AND REMOVE THEM AS THE STORY EVOLVES. CLUSTER AND ORGANIZE ON THE FLY. IF YOU NEED MORE DETAIL, DON'T BE AFRAID TO DRAW AND ANNOTATE. TIP: PULL OUT CUSTOMER QUOTES TO ALIGN WITH KEY MOMENTS OF THE JOURNEY. USE BUILDING BLOCKS TO BUILD STRUCTURE. GROUPING BY COLOR HELPS GET THE IDEAS DOWN FAST.
  • 19. 2 1 STEP 03 TELL THE STORY You have correlated your data, modeled the key moments of your customer journey, and identified some engaging quotes that summarize key insights. Before you begin visualizing your map, you will need to make some decisions about what will be included in your story, and what won’t. This means separating important insights from nice-to-have details, while identifying the relative priorities among your building blocks. Take a moment to evaluate your work and identify the key components of the story your map will tell. Like any good story, there's a beginning, a middle, and an end. Design for impact. Your workshop activities and sticky note work will have resulted in a strong outline. To ensure your experience mapping project ends with a bang, not a whimper, invest time in crafting and visualizing a compelling story.
  • 20. 2 2 IRAN NARGES & AMBER REED Visual Interaction Designers MAKING IT REAL A good experience map has a lot in common with a good poster. What makes a good poster? Above all, hierarchy. Your map should make a strong statement immediately, but work on multiple levels. A way to determine the right hierarchy is to consider what would stand out when viewed from different distances and for different lengths of time. What would stand out after one quick glance? After one minute? After ten minutes? What should stand out from across a room, and what is OK to be discovered after closer inspection? Turning your map into a compelling visual story means thinking through both the work you've done and the work you want to inspire. Here are some suggestions for how to reach the end of your journey successfully: 1 Have a point of view. Can you summarize the key points you want someone to walk away with after viewing the map? What story do you want them to tell to other people? 2 Consider your audience. What kind of details will help them best understand the story? Which insights are essential for them to make good strategic and design decisions? 3 Design for impact. What immediate next steps do you want your map to initiate? What other uses of the map are you hoping to encourage in the short-, mid-, and long-term?   Your goal is to craft a communication piece that can stand on its own, inspire new ideas, and have longevity as a strategy and design tool. In the end, every map is unique. More: http://adaptivepath.com/ideas/exploratorium-mapping-the- experience-of-experiments
  • 21. 2 3 DOINGTHINKINGFEELING RESEARCH PURCHASE USE • How will this process work? • What sort of payment plans are available? • How do I even get started? • Excited, but a little anxious • Unsure • Ready to get started • Worrying about money • Wants to consult friends and family for advice • Browsing the internet • Comparing experiences with friends and family • Doing background research • Reading horror story reviews online • Watching commercials • Reading advertisements • Is there a trial period for this product? • Would a friend like this product? • Can I save money by buying multiple products? • Can I buy it online? Do I need to go to a store? • In the mood to spend • Convinced • Excited to own something brand new • Interacting with sales staff • Sharing information about the purchase via social networks • Driving to brick-and- mortar store to buy product • Does this store have a return policy? • Why is nothing about returns or warranties written on their website? • I’m happy about my purchase and would be willing to tell others about this service! • Happy • Relieved • Impressed • Satisfied • Ready to refer friends and family to service • Relaxing • Writing rave reviews online • Using the new product on a regular basis • Refering friends and family "YAY!" "OH, NO!" "CAN SOMEONE HELP ME?" MAKE SURE SUPPORTING INFORMATION IS PRESENT, BUT SECONDARY. CHOOSE THE STORY YOU WANT TO LEAD WITH AND USE SCALE, CONTRAST, AND COLOR TO CREATE HIERARCHY. HIGHLIGHT AREAS OF GREATEST OPPORTUNITY.
  • 22. 2 4 Sketching your story Sketching is a great tool for generating ideas and exploring approaches to visualizing your map. Your final visual should convey the essence of the story immediately, so if you can’t sketch it, you may not have your story yet. As you sketch, experiment with how the different building blocks could drive the narrative. A few examples: 1 Take Feeling and draw the emotional journey of your customers. 2 Try using your customers’ actions (Doing) across time as the spine of the story. 3 Choose Place and organize your key insights by decision points within a physical context. Then layer other building blocks and data onto that foundation. The key is to realize ideas quickly, iterate your story and visual model, and keep at it until a compelling narrative emerges. To tell a great story, you'll need to focus, communicate hierarchy, sketch fearlessly, and try to keep it simple. When it all comes together, it's time for the final payoff: using your experience map. 2 1 3
  • 23. 2 5 STEP 04 USE YOUR MAP We recommend you circulate your map far and wide. Get it into the organizational bloodstream, so it can begin to impact decision making across your organization. Present it in meetings. Print it large and post it where it will get attention. Produce a tabloid- sized version that will make its way onto the desks of executives. Package it with other insights and recommendations, such as experience principles and personas. Most importantly: use your map as a tool. Your journey has just begun. It's a catalyst, not a conclusion. Your experience map allows you to chart new courses of action to better meet the needs of your customers. It is also a symbol that can unite people from across your organization, supporting a focus on the broader customer experience.
  • 24. 2 6 EMBRACING COMPLEXITY We’ve seen many of our clients struggle to make sense of and design for complex customer interactions that occur in a series of moments across channels, touchpoints, time, and place. In our practice, we’ve gravitated toward or invented approaches that help take on this challenge. We commonly use methods such as ecosystem mapping, service blueprinting, cross-channel architecture, and (of course) experience mapping. This seems to be the heyday of experience mapping, although it is not a new concept. As organizations struggle to make sense of their omnichannel customer interactions, mapping the larger experience is increasingly seen as a smart and effective way to do so. As a collaborative activity with a tangible outcome, it helps stakeholders break free of the nearsightedness of their role, their channel, or their touchpoint to look at the organizational capabilities needed to support the holistic customer experience. Because of course, customers don’t care about channels or touchpoints. They care about achieving their goals and meeting their needs. Experience mapping places an outside-in lens on customer behavior and helps stakeholders see the world as their customers do. Understanding the complexity of your customers' needs is an ongoing challenge, and embracing that complexity necessitates new tools and new ways of thinking. As you use your map to develop and support the future of your product and service offerings, remember that the map itself is just a part of a larger journey in modernizing your organization's approach: from reductionistic to holistic, from touchpoint to ecosystem, and from transactions to relationships. More: http://adaptivepath.com/ideas/value-isnt-a-subtractive-process- designing-from-the-outside-in PATRICK QUATTLEBAUM Design Director
  • 25. 2 7 Insights to Action In our practice, we employ experience maps to apply systems thinking toward generating new ideas and concepts collaboratively with our clients. The resulting ideas better account for the relationships between customers and the broader ecosystem of channels, touchpoints, places, and other people. It helps stakeholders feel confident that the strategies derived from their work will benefit both customers and the organization. Just as no two maps are alike, there isn’t a single approach to using an experience map to generate new ideas. We often invent new, just-in-time approaches to meet the unique strategic objectives of our clients or to work within the constraints of time and budget on an initiative. Here are three examples of how an experience map can be put into practice. What these methods have in common is iterative collaboration with stakeholders. Always remember: it’s not a solo journey. Issue/Opportunity Identification and Prioritization Using the structure provided by your map, chronicle issues or opportunities for addressing customer pain points at each stage of the customer journey. Prioritize according to business and customer value. This method helps you quickly work with stakeholders to identify high-value areas of opportunity. Experience Storyboards Using your map and simple storyboard templates, along with additional tools like personas or experience principles, use rapid ideation to generate stories of future experiences. This approach provides stakeholders with a forum for ideas grounded in the insights of your customer journey. Future Experience Mapping Using the map as a reference, define the ideal customer journey through mapping out what customers would ideally do, think, and feel as they interact with touchpoints on the way to satisfying their needs. This method encourages cross- functional collaboration to define cross-channel experience principles.
  • 26. 2 8 Uncharted Territories Rigor in your research and creativity in your mapmaking should lead to the use of your experience map as a strategic tool for multiple planning and execution cycles. Yet, the static nature of your artifact will be in opposition to the changing world around it. This is to be expected. Be on the lookout for changes in marketplace, customer needs, and organizational objectives. Hopefully, your experience map has helped drive many of these changes; don't be afraid to change it as needed. Our goal in writing this guide was simple: to get more organizations to focus on the customer journey across channels, touchpoints, time, and place. Why? Too much thinking goes into the pieces that make up experiences and not the whole. Too little work goes into looking at the big picture and designing to help customers navigate the complex world around them. Too little time is spent working across silos to support the needs of customers. CHARTING YOUR FUTURE If you've made it this far through our guide, you know that it takes quite a bit of time and effort to make and use an experience map. We hope the information presented here equips you for the challenge of mapping your customers' journeys. If your organization needs help pulling it off, contact us. We're happy to talk about working together. For those of you embarking on your own mapping journey, let us know how it's going! We'd love to hear from you and see your maps. Feel free to use the #xmapping tag on Twitter, or send us photos and stories at xmapping@adaptivepath.com. Happy mapping! ABOUT ADAPTIVE PATH We're experienced guides, strategic thinkers, design doers, and expert jugglers. We make great experiences happen across touchpoints, businesses, and industries.
  • 27. 2 9 Thanks to Adaptive Path staff for their work in creating this guide: Brandon Schauer, Patrick Quattlebaum, Chris Risdon, Bryn Bowman, Pam Daghlian, Rae Brune, Amber Reed, Iran Narges, Toi Valentine, Gabrielle Parsons and Evi Hui. A special thanks to our summer interns for all their help: Shahrzad Samadzadeh and Jason Ham.