Integration and Automation in Practice: CI/CD in Mule Integration and Automat...
The storygraph
1. @rainwiz #storygraph
lo storygraph
a cross channel visualization tool for
storytelling research
Raffaele Boiano
BETTER SOFTWARE 2013
@rainwiz #storygraph
29. A intro
B
stories
C
maps
D outro
@rainwiz #storygraph
stories
We all tell stories. It's one of the most natural ways
to share information, as old as the human race.
30. A intro
B
stories
C
maps
D outro
@rainwiz #storygraph
una storia è l’insieme degli eventi descritti secondo
una successione logica e cronologica
un racconto è la forma del discorso con cui una certa
storia viene raccontata
una narrazione è l’atto attraverso cui una certa storia è
concretamente veicolata da qualche attore verso un
qualche pubblico
37. A intro
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stories
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maps
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@rainwiz #storygraph
a user story
describes a piece of the user’s experience with a
product or service (or both).
!
You can find needs, thoughts, emotions, attitues,
pain points in a story.
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stories
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@rainwiz #storygraph
narrative interview
it’s a setting which encourages and stimulates
interviewees to tell a story about some significant
event in the informants' life.
39. 2012/219. Unjustified fear
Profile
Frank is a 47 year old accountant who lives in Rome, Italy. He
considers himself a handy many, fixing the broken clock, or making
house renovations.
Frank is extremely active. He golfs twice a week in the summer and
swims laps three times a week in the winter. He is proud of his
garden and spends an hour or two each day maintaining his lawn
and flower beds. Frank is also an avid fisherman.
Frnk uses the computer at work. He’s comfortable using the
computer and learned to use the Web for job-related research,
and he uses the company's intranet on a regular basis throughout
each workday.
Personal data
Age: 47
Sex: M
Edication: High school
Internet skill
Experience: 6 years
Activities: mail 6 social network
h/w.: 15
Pc: Windows – IE8
Network: company LAN (ADSL)
Frank is an hard worker. He reads on a newspaper that the government wants to raise
the taxation of savings. He looks for informations on the corporate website but he can’t
find any in-depth content. Afterwards he calls the contact center and he’s reassured by
the operator that nothing is going to change about his savings. After two days he’s still
in doubt and writes an email but he doesn’t receive a rapid answer so after a while he
sends a fake user feedback full of taxation questions. The feedback is added to the
outboud cue and Frank is called by the contact center in order to arrange an
appointment at the nearest territorial retail office (face by face trust building).
The storybook
55. MY COMPANY - STORYGRAPH
Process
Strategy
LINE OF INTERNAL ACTION
Operations
owned digital media management
Area
social media management (earned media)
press
owned press
staff training
Write &
produce
editions
Manage
customer
relation
LINE OF VISIBILITY
Content &
knowledge
base
management
Activity
Design &
development
24/7 selfservice
Write post
& manage
interactions
Send
targeted
messages
Produce
awareness
video
Tweet &
relate
Socialize
contents
& manage
interactions
Update
professional
network &
projects
activity
& media
relations
Face to face
relations &
solutions
01
FONDAZIONE
Enasarco Magazine
Affrontare il cambiamento:
la nuova sfida per il presente
Agente: un lavoro
che dà valore all’azienda
Speciale convenzioni
Soggiorni termali e climatici 2010
Touchpoints
public portal
restricted area
blog
newsletter
youtube
twitter
facebook
linkedIN
press & media
house organ
cust. service
A
B
C
D
E
F
G
H
I
L
M
LINE OF USER INTERACTION
1. Core services
2. Send feedback
3. Discuss/Share
4. Ask for help
5. Networking
6. Discover news
7. Know in depth
N
Raffaele Boiano - rainwiz@rainwiz.com
This work is licensed under a Creative Commons Attribution 3.0 Unported License
This is a free culture license!
Ideal
suitable but not ideal
unsuitable
56.
57. 2012/219. Unjustified fear
Frank is an hard worker. He reads on a newspaper [I6] that the government wants to raise
the taxation of savings. He looks for informations on the corporate website [A7] but he
can’t find any in-depth content. Afterwards he calls the contact center [M4] and he’s
reassured by the operator that nothing is going to change about his savings. After two
days he’s still in doubt and writes an email [B4] but he doesn’t receive a rapid answer so
after a while he sends a fake user feedback [B2] full of taxation questions. The feedback
is added to the outboud cue and Frank is called by the contact center [M4] in order to
arrange an appointment at the nearest territorial retail office [N7] (face by face trust
building).
I6
A7 M4 B4
No trust
B2 M4 N7
60. A intro
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@rainwiz #storygraph
• identificare entry point ed exit point
• assegnare a ciascun punto un segno emozionale
dell’esperienza (iniziale e/o finale) (+/- 2)
• ripensare la propria strategia di presenza digitale:
inventare nuovi touchpoints, potenziare alcuni e
depotenziare altri
a tool for change management