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Blink: The Fine Art of Creating
Experience Maps
By: Kathryn Kitchen
Ashley Hamilton, Daniel Maldonado, Annika Mak, Angelina Izzo
Group 2 Fa102b
Professor Klinkowstein
Intro
Blink uses Experience Maps to articulate how people interact
with a product.
Experience maps are “a visual representation of the users’
journey over time”
Intro
Different types of research methods are used to create
experience maps, such as:
longitudinal studies, retrospective interviews,
ethnographic research, and other observational
studies.
Group 2 Fa102b
Professor Klinkowstein
Intro
Clearly articulated goals, usage, wants, needs, and
opportunities are included in the creation of the
experience map.
The fun part is deciding the attributes that best illustrate the
user’s story.
Group 2 Fa102b
Professor Klinkowstein
Target Users
● Goals - what user hopes to achieve
● Usage - how often/when/why a user uses a product
● Wants and needs - other features the user could enjoy in the future
● Opportunities - future possibilities to address users’ wants and needs
Group 2 Fa102b
Professor Klinkowstein
Engagement with the Product
Scenarios that influence product success:
Issues with product
Use of other devices that influence success
Differing opinions in satisfaction = opportunities to improve
Opportunities to meet users’ unmet needs
Group 2 Fa102b
Professor Klinkowstein
User Flows
Phases over time: discover, 1st time use, search, purchase, continuous use
Shopping experience: search, review, choose product, purchase
First-time use experience: download, 1st time use, use of product over time
Finding a restaurant: decision making process to dine out
Group 2 Fa102b
Professor Klinkowstein
Influencers
Influencers affect satisfaction and use with a product:
Group 2 Fa102b
Professor Klinkowstein
User goals/needs of product
User expectations of product
Use of devices at different times
Use of different applications
Product failure/success
● Emotions with product
Physical environmental influencers
Issues with product
Opportunities to meet user needs
Visualization
The data moves to a soft copy format to finesse the details.
Focus is on attention presentation and messaging finesse
Identifying where to use illustrations to emphasize key points
Color, font, layout, iconography, and symbols added to convey the data
Balance words with visualization
Group 2 Fa102b
Professor Klinkowstein
Conclusion
If you were given five minutes to talk, how would you summarize
which three things everyone should care about? Visual illustration
like an experience map is very effective; it’s like a dashboard of the
UX, something that helps everyone quickly connect to the data and
the user journey. The result is a compelling representation that reveals
how users engage with technology and provides insights for design.
Group 2 Fa102b
Professor Klinkowstein
This is the fine art of creating a User Journey Map
Group 2 Fa102b
Professor Klinkowstein

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Design presentation

  • 1. Blink: The Fine Art of Creating Experience Maps By: Kathryn Kitchen Ashley Hamilton, Daniel Maldonado, Annika Mak, Angelina Izzo
  • 2. Group 2 Fa102b Professor Klinkowstein Intro Blink uses Experience Maps to articulate how people interact with a product. Experience maps are “a visual representation of the users’ journey over time”
  • 3. Intro Different types of research methods are used to create experience maps, such as: longitudinal studies, retrospective interviews, ethnographic research, and other observational studies. Group 2 Fa102b Professor Klinkowstein
  • 4. Intro Clearly articulated goals, usage, wants, needs, and opportunities are included in the creation of the experience map. The fun part is deciding the attributes that best illustrate the user’s story. Group 2 Fa102b Professor Klinkowstein
  • 5. Target Users ● Goals - what user hopes to achieve ● Usage - how often/when/why a user uses a product ● Wants and needs - other features the user could enjoy in the future ● Opportunities - future possibilities to address users’ wants and needs Group 2 Fa102b Professor Klinkowstein
  • 6. Engagement with the Product Scenarios that influence product success: Issues with product Use of other devices that influence success Differing opinions in satisfaction = opportunities to improve Opportunities to meet users’ unmet needs Group 2 Fa102b Professor Klinkowstein
  • 7. User Flows Phases over time: discover, 1st time use, search, purchase, continuous use Shopping experience: search, review, choose product, purchase First-time use experience: download, 1st time use, use of product over time Finding a restaurant: decision making process to dine out Group 2 Fa102b Professor Klinkowstein
  • 8. Influencers Influencers affect satisfaction and use with a product: Group 2 Fa102b Professor Klinkowstein User goals/needs of product User expectations of product Use of devices at different times Use of different applications Product failure/success ● Emotions with product Physical environmental influencers Issues with product Opportunities to meet user needs
  • 9. Visualization The data moves to a soft copy format to finesse the details. Focus is on attention presentation and messaging finesse Identifying where to use illustrations to emphasize key points Color, font, layout, iconography, and symbols added to convey the data Balance words with visualization Group 2 Fa102b Professor Klinkowstein
  • 10. Conclusion If you were given five minutes to talk, how would you summarize which three things everyone should care about? Visual illustration like an experience map is very effective; it’s like a dashboard of the UX, something that helps everyone quickly connect to the data and the user journey. The result is a compelling representation that reveals how users engage with technology and provides insights for design. Group 2 Fa102b Professor Klinkowstein
  • 11. This is the fine art of creating a User Journey Map Group 2 Fa102b Professor Klinkowstein