Anna Tutak - Marks the Spot: Creating Experience Maps
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The document discusses experience maps, which are tools that map out a customer's journey across different touchpoints with an organization. Experience maps show the customer's doing, thinking, and feeling at each touchpoint. They encourage collaboration by getting stakeholders to understand the customer experience story. Experience maps can influence strategy and design by highlighting areas for improvement.
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Anna Tutak - Marks the Spot: Creating Experience Maps
- 1. (U)X MARKS THE SPOT CREATING EXPERIENCE MAPS ANNA TUTAK @a2tee
- 4. @a2tee
- 6. HIGH POINT TROUBLE SPOT LOW POINTAdapted from: Adaptive Path
- 7. My preciousss... @a2teeSource: Middle-Earth Enterprises
- 8. CUSTOMER SERVICE @a2tee My preciousss... Source: Middle-Earth Enterprises
- 9. @a2tee My preciousss... Source: Middle-Earth Enterprises
- 16. PERSON (with need) ORGANIZATION (with stuff) Adapted from: Adaptive Path
- 17. PERSON (with need) ORGANIZATION (with stuff) touchpoint Adapted from: Adaptive Path
- 20. Source: User Research blog on gov.uk
- 21. @a2tee
- 22. @a2tee
- 23. @a2teeSource: User Research blog on gov.uk
- 25. EXPERIENCE MAPS... … show the user journey through touchpoints @a2tee
- 30. CATALYST FOR IMPROVEMENT … influences strategy and design @a2tee
- 31. EXPERIENCE MAPS... … encourage collaboration “Work with stakeholders until they know the story so well they are constantly telling and retelling it themselves” - Dane Howard
- 32. @a2tee
- 33. @a2tee
- 35. RESOURCES USED IN THIS PRESENTATION: http://adaptivepath.org/ideas/the-anatomy-of-an-experience-map/ https://userresearch.blog.gov.uk/ https://thenounproject.com/ - for most of the icons https://www.smashingmagazine.com/2015/01/all-about-customer-journey-mapping/