This document summarizes a presentation on learner experience design. It discusses conducting user research through methods like interviews, empathy mapping and personas to understand learner needs. Journey mapping is presented as a way to map out the learner journey and identify pain points. Prototyping solutions through sketching and storyboarding allows iterating designs based on feedback. Experience design is framed as taking a learner-centered approach to orchestrating the overall experience across an organization through collaboration between different teams. The goal is to adopt practices that improve the experience at all levels of an educational system or program.

1. LEARNER EXPERIENCE
DESIGN: DISCOVERING
TOOLS & IDEAS FOR
ORCHESTRATING THE
LEARNER EXPERIENCE
JOYCE SEITZINGER
#DEANZ16
INVITED SPEAKER

2. MY USER EXPERIENCE (UX) JOURNEY

3. …THIS MORNING

5. 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

6. 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

7. WHAT IS EXPERIENCE
DESIGN?

8. 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

9. www.uxisnotui.com

10. USER INTERFACE

11. USER EXPERIENCE

13. NEW JOBS: UX DESIGNERS
https://generalassemb.ly/blog/top-5-highest-paying-careers-tech/

15. 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

16. 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

17. 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

18. SERVICE DESIGN INFOGRAPHIC
http://www.sutherlandlabs.com/thoughts/top-tips-successful-customer-
journey-mapping/

19. UNIVERSAL DESIGN FOR LEARNING

20. METHODOLOGY

21. EMPATHY FOR THE USER

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

23. 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

24. DO WE NEED LEARNER
EXPERIENCE DESIGN?

25. 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

26. 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

27. LX DESIGNERS
Dr. Jess Knott
MSU
@jlknott
Phil Denman
SDSU
Dr. Amy Wilson
Massey
@acaciatech
Joyce Seitzinger
Academic Tribe
@catspyjamasnz

28. LX DESIGN IS PEDAGOGY
AGNOSTIC

29. https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/

30. ON THE CO-CREATION OF
EXPERIENCES

31. EXPERIENCES ARE CO-CREATED

32. PERHAPS A BOOK IS A GOOD
EXAMPLE…

33. 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

34. 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

35. DESIGN ACROSS THE GAPS
LECTURES
PERSONAL
LEARNING
NETWORK
TUTORIALS
LMS
COURSE
SITE
SUPPORT
SERVICES
MOBILE APP

36. LX DESIGN CAN HAPPEN AT
ANY LEVEL/SCALE

37. SMALL CHANGES ARE FINE:
MIKE WESCH’S SYLLABUS

38. LX PROCESS

39. DISCOVER DEFINE DEVELOP DELIVER
Learner &
stakeholder driven
design research
Gain insights and
define problem
Develop LX solutions
through iteration
Improve and
optimize final learner
experience
Generalproblem
Specificproblem
Specificsolution
LX DOUBLE DIAMOND

40. USER RESEARCH

41. USER RESEARCH IN ACTION
https://www.youtube.com/watch?v=szr0ezLyQHY

42. LEARNER OBSERVATION

43. CARD SORTING

44. CODING CONVERSATIONS

45. CODING CONVERSATIONS

46. USER INTERVIEWS

47. EMPATHY MAPPING

48. PERSONAS

49. PERSONAS

50. PERSONAS

51. DEFINING A PROBLEM TO
SOLVE

52. DISCOVER DEFINE DEVELOP DELIVER
Learner &
stakeholder driven
design research
Gain insights and
define problem
Develop LX solutions
through iteration
Improve and
optimize final learner
experience
Generalproblem
Specificproblem
Specificsolution
LX DOUBLE DIAMOND

53. AFFINITY DIAGRAMMING

54. 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].

55. DISCOVER DEFINE DEVELOP DELIVER
Learner &
stakeholder driven
design research
Gain insights and
define problem
Develop LX solutions
through iteration
Improve and
optimize final learner
experience
Generalproblem
Specificproblem
Specificsolution
LX DOUBLE DIAMOND

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

57. SKETCHING &
STORYBOARDING

58. ON SKETCHING
“Your sketch is your first
minimum viable product.”
CATHERINE HILLS

59. SCENARIO SKETCHING

60. MIKE ROHDE

61. JOURNEY MAPPING

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

63. From https://sustainableservice.wordpress.com
Keeping Graduates Green
JOURNEY MAPPING

64. Fromseedandsprout.com

65. LEARNER JOURNEY MAPPING –
GETTING STARTED

66. 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

67. 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

68. 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

69. MAP THE LEARNER PATH & TOUCH
POINTS

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

71. MAP THE INTERACTION PHASES

72. IDENTIFY EMOTIONS

73. IDENTIFY OPPORTUNITIES & BARRIERS

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

76. 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
!

77. OUR VE EXPRESS LEARNER
JOURNEY MAP

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

79. USER RESEARCH IN INITIAL
3 HOUR MAPPING SESSION

80. FURTHER RESEARCH TO INFORM
DIGITAL COLLABORATIVE MAP

81. FINAL LEARNER JOURNEY MAP

82. MAP DETAIL

84. ADDRESS THE PAIN POINTS:
IMPROVED COMMUNICATION
CHANNELS

85. PROTOTYPING

86. ON PROTOTYPING
“If a picture is worth a 1000
words, a prototype is worth a
1000 meetings.”
TOM & DAVID KELLEY

87. CREATIVE PRACTICE RESEARCH

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

89. PROTOTYPING WIREFRAMES:
HIGH FIDELITY

90. PROTOTYPING ON PAPER

91. DISCOVER DEFINE DEVELOP DELIVER
Learner &
stakeholder driven
design research
Gain insights and
define problem
Develop LX solutions
through iteration
Improve and
optimize final learner
experience
Generalproblem
Specificproblem
Specificsolution
LX DOUBLE DIAMOND

93. ROI OF LX

95. US AS EXPERIENCE DESIGN
ORGANISATIONS

96. EXPERIENCE DESIGNER TOOLKIT

97. EXPERIENCE DESIGNER IS NOT A
DESIGNER

98. DIFFERENT WAYS OF
COLLABORATING

99. DIFFERENT WAYS OF
COLLABORATING

100. MAYBE WE NEED LEARNING
EXPERIENCE ARCHITECTS
http://www.lxdesign.co/2016/04/you-just-might-be-a-
learning-experience-architect/

101. MAYBE WE NEED LEARNING
PRODUCT MANAGERS

102. MAYBE WE NEED USER RESEARCH
TEAMS

103. IDEALLY UX IS AN ORGANISATIONAL
APPROACH

104. PRACTICE LX BY STEALTH

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
• Lean LX Cycle
http://tinyurl.com/deanz-lxtoolkit

106. STAY IN TOUCH
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