The document discusses using storytelling to create experiences that convert. It provides examples of how stories can motivate people and influence their beliefs and behaviors. The key aspects of storytelling discussed are the plot, characters, and setting of the story. The document advocates mapping out customer journeys to understand how stories and experiences are structured at each stage.
Storytelling In Design - SXSW, 13 March 2017Anna Dahlström
Slides from my two talks at SXSW 2017 about my upcoming book 'Storytelling in design'.
http://schedule.sxsw.com/2017/events/PP65833
ABSTRACT
To every great story there's a bit of magic involved and so there is to experiences that just work and deliver the right content, interactions and notifications at the right time, and on the right device.
Drawing on tried and tested storytelling principles from film, fiction, and music and applying them to the context of UX design and business, in this talk Ms. Dahlstrom shares how we can instil a bit of magic in the work we do and hereby ensure that we create better multi-device experiences for our users and healthier bottom lines for our businesses.
How To Use Storytelling To Craft Experiences That Engage - IIeX EU, Amsterda...Anna Dahlström
Slides from my talk at IIeX EU 2018 in Amsterdam
225331
ABSTRACT
To every great story there's a bit of magic involved. The same applies to experiences that just work and deliver the right content, interactions and notifications at the right time, and on the right device.
Drawing on tried and tested storytelling principles from film, fiction, and music and applying them to the context of UX design and business, in this talk Anna shares how we can instill a bit of magic in the work we do and thereby ensuring that we create better multi-device experiences for our users and healthier bottom lines for our businesses.
Using Storytelling To Craft Multi-device Experiences That Convert - CXL Live,...Anna Dahlström
Slides from my talk 'Using Storytelling To Craft Multi-device Experiences' at CXL Live
https://live.conversionxl.com/
ABSTRACT
As the number of devices that we use, when, where and how we use them becomes increasingly complex, understanding and optimising the experience for what matters to the specific user, at specific points in time, is ever more important. In this talk, we’ll look at how storytelling principles and tools can be used together with traditional conversion and growth optimisation approaches to create better experiences for our customers and healthier bottom lines.
The talk will cover:
✓ how storytelling in design will help you set the right KPIs and measure the right metrics
✓ how it can help you define and assess hypotheses
✓ how it can guide you to the right data and connect it back to the experience
✓ how storytelling in design can help create the right multi-device experience and content, from the beginning
Storytelling In Design - DXN, Nottingham, 8 Feb 2017Anna Dahlström
Slides from my talk about Storytelling In Design at Design Exchange Nottingham on 8 Feb 2017.
http://dxnevent.com/
ABSTRACT
To every great story there's a bit of magic involved and so there is to experiences that just work and deliver the right content, interactions and nudges at the right time, and on/via the right device. Drawing on tried and tested storytelling principles from film, fiction, and music and applying them to the context of UX design, in this talk Anna shares how the increasingly complex world we’re designing for is our biggest asset and how storytelling in design can help us instil a bit of everyday magic in the work we do, for our users, and for us.
Optimising Landing Pages Through Narrative Structure - Digital Growth Unleash...Anna Dahlström
Slides from my talk at Digital Growth Unleashed in London on the 17 October 2018.
ABSTRACT
In all good stories things happen for a reason. Every prop and character that is present, every line that is spoken and song that is played has a role to play in making the story come together. In this talk Anna takes us on a journey of what we can learn from traditional storytelling methods when it comes to optimising landing pages and how narrative structure is key in ensuring we're telling the right story to the right audience, at the right time.
https://digitalgrowthunleashed.co.uk/agenda/?rmid=session57101#s-session57101
Storytelling In Design - Conversion Hotel, Texel NL, 20 Nov 2016Anna Dahlström
Slides from my talk at Conversion Hotel on 20th November 2016 about how we can apply principles from traditional storytelling to our design process to help define and create better multi-device experiences.
http://conversionhotel.com/
Storytelling In A Multi Device Landscape - Amuse, Budapest 30 Oct 2015Anna Dahlström
Slides from my talk at the Amuse conference in Budapest 28 - 30 October 2015. http://amuseconf.com/ #amuseconf
ABSTRACT
As the number of devices we use are increasing, considering each device's role at different times, situations and context is becoming increasingly important. Our ability to control where a user is coming from and how they get around the experiences we design are becoming less and less. But the one we can still understand is what a user wants, and needs. In this talk I will look a the principles behind storytelling in design and how they can be translated onto a multi device landscape.
Storytelling In Design - Funkas Tillgänglighetsdagar, 12 Apr 2016Anna Dahlström
Slides from my talk at Funkas Tillgänglighetsdagar 12 April 2016
http://www.funka.com/vi-erbjuder/funkas-tillganglighetsdagar/
ABSTRACT
As the number of devices we use on a daily basis grows, considering each device's role at different times, situations and contexts is becoming increasingly important. Our ability to control where a user is coming from and how they get around the experiences we design is fading. Yet our need to ensure we understand where they are in their journey, so that we can deliver the right content and interactions at the right time, and on the right device, is ever more important. In this talk I will look a the principles behind storytelling in design and how they can be translated onto a multi device landscape to help ensure we create better multi-device experiences for our users and healthier bottom lines for our businesses.
Storytelling In Design - SXSW, 13 March 2017Anna Dahlström
Slides from my two talks at SXSW 2017 about my upcoming book 'Storytelling in design'.
http://schedule.sxsw.com/2017/events/PP65833
ABSTRACT
To every great story there's a bit of magic involved and so there is to experiences that just work and deliver the right content, interactions and notifications at the right time, and on the right device.
Drawing on tried and tested storytelling principles from film, fiction, and music and applying them to the context of UX design and business, in this talk Ms. Dahlstrom shares how we can instil a bit of magic in the work we do and hereby ensure that we create better multi-device experiences for our users and healthier bottom lines for our businesses.
How To Use Storytelling To Craft Experiences That Engage - IIeX EU, Amsterda...Anna Dahlström
Slides from my talk at IIeX EU 2018 in Amsterdam
225331
ABSTRACT
To every great story there's a bit of magic involved. The same applies to experiences that just work and deliver the right content, interactions and notifications at the right time, and on the right device.
Drawing on tried and tested storytelling principles from film, fiction, and music and applying them to the context of UX design and business, in this talk Anna shares how we can instill a bit of magic in the work we do and thereby ensuring that we create better multi-device experiences for our users and healthier bottom lines for our businesses.
Using Storytelling To Craft Multi-device Experiences That Convert - CXL Live,...Anna Dahlström
Slides from my talk 'Using Storytelling To Craft Multi-device Experiences' at CXL Live
https://live.conversionxl.com/
ABSTRACT
As the number of devices that we use, when, where and how we use them becomes increasingly complex, understanding and optimising the experience for what matters to the specific user, at specific points in time, is ever more important. In this talk, we’ll look at how storytelling principles and tools can be used together with traditional conversion and growth optimisation approaches to create better experiences for our customers and healthier bottom lines.
The talk will cover:
✓ how storytelling in design will help you set the right KPIs and measure the right metrics
✓ how it can help you define and assess hypotheses
✓ how it can guide you to the right data and connect it back to the experience
✓ how storytelling in design can help create the right multi-device experience and content, from the beginning
Storytelling In Design - DXN, Nottingham, 8 Feb 2017Anna Dahlström
Slides from my talk about Storytelling In Design at Design Exchange Nottingham on 8 Feb 2017.
http://dxnevent.com/
ABSTRACT
To every great story there's a bit of magic involved and so there is to experiences that just work and deliver the right content, interactions and nudges at the right time, and on/via the right device. Drawing on tried and tested storytelling principles from film, fiction, and music and applying them to the context of UX design, in this talk Anna shares how the increasingly complex world we’re designing for is our biggest asset and how storytelling in design can help us instil a bit of everyday magic in the work we do, for our users, and for us.
Optimising Landing Pages Through Narrative Structure - Digital Growth Unleash...Anna Dahlström
Slides from my talk at Digital Growth Unleashed in London on the 17 October 2018.
ABSTRACT
In all good stories things happen for a reason. Every prop and character that is present, every line that is spoken and song that is played has a role to play in making the story come together. In this talk Anna takes us on a journey of what we can learn from traditional storytelling methods when it comes to optimising landing pages and how narrative structure is key in ensuring we're telling the right story to the right audience, at the right time.
https://digitalgrowthunleashed.co.uk/agenda/?rmid=session57101#s-session57101
Storytelling In Design - Conversion Hotel, Texel NL, 20 Nov 2016Anna Dahlström
Slides from my talk at Conversion Hotel on 20th November 2016 about how we can apply principles from traditional storytelling to our design process to help define and create better multi-device experiences.
http://conversionhotel.com/
Storytelling In A Multi Device Landscape - Amuse, Budapest 30 Oct 2015Anna Dahlström
Slides from my talk at the Amuse conference in Budapest 28 - 30 October 2015. http://amuseconf.com/ #amuseconf
ABSTRACT
As the number of devices we use are increasing, considering each device's role at different times, situations and context is becoming increasingly important. Our ability to control where a user is coming from and how they get around the experiences we design are becoming less and less. But the one we can still understand is what a user wants, and needs. In this talk I will look a the principles behind storytelling in design and how they can be translated onto a multi device landscape.
Storytelling In Design - Funkas Tillgänglighetsdagar, 12 Apr 2016Anna Dahlström
Slides from my talk at Funkas Tillgänglighetsdagar 12 April 2016
http://www.funka.com/vi-erbjuder/funkas-tillganglighetsdagar/
ABSTRACT
As the number of devices we use on a daily basis grows, considering each device's role at different times, situations and contexts is becoming increasingly important. Our ability to control where a user is coming from and how they get around the experiences we design is fading. Yet our need to ensure we understand where they are in their journey, so that we can deliver the right content and interactions at the right time, and on the right device, is ever more important. In this talk I will look a the principles behind storytelling in design and how they can be translated onto a multi device landscape to help ensure we create better multi-device experiences for our users and healthier bottom lines for our businesses.
Designing Around Storytelling - Breaking Borders, Reading 18 August 2015Anna Dahlström
Slides from my talk at Breaking Borders on the 18 August. http://breakingborde.rs/past-events/engagement/
Storytelling has always played an important part in our societies throughout history. In the last few years it's gained attention as an important aspect in communicating and building engagement with a brand’s customer base. But storytelling is also an integral part of the design process. It’s a tool that not only can help us define our content and messaging, but the experience as a whole. Both across platforms and screens, and how we interact with it.
Storytelling For Multi-device Design - Bulgaria Web Summit, 20 Feb 2016Anna Dahlström
Slides from my talk at The Bulgaria Web Summit on 20 Feb 2016
http://bulgariawebsummit.com/
ABSTRACT
As the number of devices we use on a daily basis grows, considering each device's role at different times, situations and contexts is becoming increasingly important. Our ability to control where a user is coming from and how they get around the experiences we design is fading. Yet our need to ensure we understand where they are in their journey, so that we can deliver the right content and interactions at the right time, and on the right device, is ever more important. In this talk Anna will look a the principles behind storytelling in design and how they can be translated onto a multi device landscape to help ensure we create better multi-device experiences for our users and healthier bottom lines for our businesses.
Beyond The Hamburger Menu - UX In The City Oxford, 21 Apr 2017Anna Dahlström
Slides from my talk Beyond the Hamburger Menu at UX In The City Oxford
http://uxinthecity.net/2017/oxford/sessions/index.php?session=109
ABSTRACT
From myths to trends and best practice, actual usage, engagement, design patterns and interactions - in this session, I will go through the insights behind the stats and take a look at the reality behind mobile and what really matters when designing for multiple devices.
Beyond The Hamburger Menu, UX Ireland, 10 Nov 2016Anna Dahlström
Slides from my talk at UX Ireland on 10 November 2016
http://uxireland.net/sessions/index.php?session=108
Abstract:
From myths to trends and best practice, actual usage, engagement, design patterns and interactions - in this session, I will go through the insights behinds the stats and take a look at the reality behind mobile and what really matters when designing for multiple devices.
What the numbers tell us - Dublin Web Summit, 18 Oct 2012Anna Dahlström
Numbers on their own don't tell us much but put into context they start develop a meaning and can help us make informed decisions, guide the design and development process as well as bring aspects to life that we otherwise wouldn’t be able to see. Using data and numbers we can create meaningful connections and something to relate to. But it can also help us build experiences that surprise and delight and go further towards achieving our objectives.
Designing around storytelling - UX Oxford, 23 April 2014Anna Dahlström
Slides from my talk at UX Oxford on 23 April
http://www.meetup.com/UX-Oxford/events/172543682/
Storytelling has always played an important part in our societies throughout history. In the last few years it's gained attention as an important aspect in communicating and building engagement with a brand’s customer base. But storytelling is also an integral part of the design process. It’s a tool that not only can help us define our content and messaging, but the experience as a whole. Both across platforms and screens, and how we interact with it.
Best Practice For UX Deliverables - Eventhandler, London, 22 Oct 2013Anna Dahlström
TAKE THIS WORKSHOP ONLINE & GET 20% OFF WITH CODE 'SLIDESHARE'
https://school.uxfika.co/p/best-practice-for-ux-deliverables/?product_id=325265&coupon_code=SLIDESHARE
---
Slides from my 'Best practice for UX deliverables' workshop that I ran for Eventhandler in London on the 22nd of October.
http://www.eventhandler.co.uk/events/uxnightclass-uxdeliverables
---
Please note that for copyright reasons & client privacy the examples in this presentation are slightly different than from the workshop. The examples included are for reference only in terms of what I talked through in the 'Good examples' section.
-----
ABSTRACT
Whilst the work we do is not meant to be hanged on a wall for people to admire, nor is meant to be put in a drawer and forgotten about. Just as we make the products and services we design easy to use, the UX of UX is about communicating your thinking in a way that ensures that what you've defined is easy to understand for the reader. It's about adapting the work you do to the project in question and finding the right balance of making people want to look through your work whilst not spending unnecessary time on making it pretty.
Who is it for?
This workshop is suitable for anyone starting out in UX, or who's worked with it for a while but is looking to improve the way they present their work.
What you'll learn
In this hands on workshop we'll walk through real life examples of why the UX of UX deliverables matter. We'll cover how who the reader is effects the way we should present our work, both on paper and verbally, and how to ensure that the work you do adds value. Coming out of the workshop you'll have practical examples and hands on experience with:
// How to adapt and sell your UX deliverable to the reader (from clients, your team, in house and outsourced developers)
// Guiding principles for creating good UX deliverables (both low and high fidelity)
// Best practice for presentations, personas, user journeys, flows, sitemaps, wireframes and other documents
// Simple, low effort but big impact tools for improving the visual presentation of your UX deliverables
Your inner critic is an unconscious deterrent that stands between the seeds of great ideas and the fruits of achievement, keeping you stuck by telling you you’re just faking it, that others have more talent, that you’ll never achieve the success you seek. Let's discover how to anatomize this pernicious inner force, and then learn techniques to banish this critic so that you can have the mental space and energy to let your true talents emerge -- and help you be a badass with your work.
The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service - digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
Amplify-U: Cultivating Career Confidence Through Banishing Your Inner Critic ...Denise Jacobs
The Inner Critic is the main source of our biggest blocks to perform at our best. Fortunately, there are simple and effective ways to banish the inner critic in order to do our best work as contributors, collaborators, and leaders.
First, you’ll discover the three mental power tools that you already possess to stop the inner critic in its tracks. Then you’ll learn methods for dealing with the fear of being judged and criticized, how to transform highly critical self-talk into that of approval and encouragement, and ways to feel like your ideas are good enough and stop committing “ideacide.”
By the end, you’ll have a roadmap of how to get unstuck, do your best work, and channel your creativity as a force for positive change in the world.
Service Design is gaining popularity in the United States as a better approach to defining and orchestrating service experiences. While having much in common with user experience, service design in practice requires new ways of thinking and new methods of making. It also requires embracing both the complexity of service experiences and the organizations that deliver them.
This workshop is designed to get more user experience practitioners familiar with some of the methods of service design. Our session will focus on several lo-fi making approaches–acting, sketching, storytelling, and blueprinting–that can be used to iteratively conceptualize new service experiences.
The session will be fast-paced and iterative. You'll learn concepts and approaches that only can prepare you to tackle service experience problems, but can easily be applied to any project involving multiple touchpoints or channels. You'll be thrown in the service design deep end, but the water's warm (I promise).
Designing Around Storytelling - Breaking Borders, Reading 18 August 2015Anna Dahlström
Slides from my talk at Breaking Borders on the 18 August. http://breakingborde.rs/past-events/engagement/
Storytelling has always played an important part in our societies throughout history. In the last few years it's gained attention as an important aspect in communicating and building engagement with a brand’s customer base. But storytelling is also an integral part of the design process. It’s a tool that not only can help us define our content and messaging, but the experience as a whole. Both across platforms and screens, and how we interact with it.
Storytelling For Multi-device Design - Bulgaria Web Summit, 20 Feb 2016Anna Dahlström
Slides from my talk at The Bulgaria Web Summit on 20 Feb 2016
http://bulgariawebsummit.com/
ABSTRACT
As the number of devices we use on a daily basis grows, considering each device's role at different times, situations and contexts is becoming increasingly important. Our ability to control where a user is coming from and how they get around the experiences we design is fading. Yet our need to ensure we understand where they are in their journey, so that we can deliver the right content and interactions at the right time, and on the right device, is ever more important. In this talk Anna will look a the principles behind storytelling in design and how they can be translated onto a multi device landscape to help ensure we create better multi-device experiences for our users and healthier bottom lines for our businesses.
Beyond The Hamburger Menu - UX In The City Oxford, 21 Apr 2017Anna Dahlström
Slides from my talk Beyond the Hamburger Menu at UX In The City Oxford
http://uxinthecity.net/2017/oxford/sessions/index.php?session=109
ABSTRACT
From myths to trends and best practice, actual usage, engagement, design patterns and interactions - in this session, I will go through the insights behind the stats and take a look at the reality behind mobile and what really matters when designing for multiple devices.
Beyond The Hamburger Menu, UX Ireland, 10 Nov 2016Anna Dahlström
Slides from my talk at UX Ireland on 10 November 2016
http://uxireland.net/sessions/index.php?session=108
Abstract:
From myths to trends and best practice, actual usage, engagement, design patterns and interactions - in this session, I will go through the insights behinds the stats and take a look at the reality behind mobile and what really matters when designing for multiple devices.
What the numbers tell us - Dublin Web Summit, 18 Oct 2012Anna Dahlström
Numbers on their own don't tell us much but put into context they start develop a meaning and can help us make informed decisions, guide the design and development process as well as bring aspects to life that we otherwise wouldn’t be able to see. Using data and numbers we can create meaningful connections and something to relate to. But it can also help us build experiences that surprise and delight and go further towards achieving our objectives.
Designing around storytelling - UX Oxford, 23 April 2014Anna Dahlström
Slides from my talk at UX Oxford on 23 April
http://www.meetup.com/UX-Oxford/events/172543682/
Storytelling has always played an important part in our societies throughout history. In the last few years it's gained attention as an important aspect in communicating and building engagement with a brand’s customer base. But storytelling is also an integral part of the design process. It’s a tool that not only can help us define our content and messaging, but the experience as a whole. Both across platforms and screens, and how we interact with it.
Best Practice For UX Deliverables - Eventhandler, London, 22 Oct 2013Anna Dahlström
TAKE THIS WORKSHOP ONLINE & GET 20% OFF WITH CODE 'SLIDESHARE'
https://school.uxfika.co/p/best-practice-for-ux-deliverables/?product_id=325265&coupon_code=SLIDESHARE
---
Slides from my 'Best practice for UX deliverables' workshop that I ran for Eventhandler in London on the 22nd of October.
http://www.eventhandler.co.uk/events/uxnightclass-uxdeliverables
---
Please note that for copyright reasons & client privacy the examples in this presentation are slightly different than from the workshop. The examples included are for reference only in terms of what I talked through in the 'Good examples' section.
-----
ABSTRACT
Whilst the work we do is not meant to be hanged on a wall for people to admire, nor is meant to be put in a drawer and forgotten about. Just as we make the products and services we design easy to use, the UX of UX is about communicating your thinking in a way that ensures that what you've defined is easy to understand for the reader. It's about adapting the work you do to the project in question and finding the right balance of making people want to look through your work whilst not spending unnecessary time on making it pretty.
Who is it for?
This workshop is suitable for anyone starting out in UX, or who's worked with it for a while but is looking to improve the way they present their work.
What you'll learn
In this hands on workshop we'll walk through real life examples of why the UX of UX deliverables matter. We'll cover how who the reader is effects the way we should present our work, both on paper and verbally, and how to ensure that the work you do adds value. Coming out of the workshop you'll have practical examples and hands on experience with:
// How to adapt and sell your UX deliverable to the reader (from clients, your team, in house and outsourced developers)
// Guiding principles for creating good UX deliverables (both low and high fidelity)
// Best practice for presentations, personas, user journeys, flows, sitemaps, wireframes and other documents
// Simple, low effort but big impact tools for improving the visual presentation of your UX deliverables
Your inner critic is an unconscious deterrent that stands between the seeds of great ideas and the fruits of achievement, keeping you stuck by telling you you’re just faking it, that others have more talent, that you’ll never achieve the success you seek. Let's discover how to anatomize this pernicious inner force, and then learn techniques to banish this critic so that you can have the mental space and energy to let your true talents emerge -- and help you be a badass with your work.
The gap between physical and digital has blurred: we use Wiis to get in shape, computers to order a pizza, or our smartphone’s GPS to find hot dates. People want to interact with products and services when they want to and how they want to – and that’s not always on the web.
The future of design is everywhere the customer touches our product or service - digital or physical. User experience practitioners must move beyond the screen to designing a holistic customer experience that is seamless across channels and devices.
Amplify-U: Cultivating Career Confidence Through Banishing Your Inner Critic ...Denise Jacobs
The Inner Critic is the main source of our biggest blocks to perform at our best. Fortunately, there are simple and effective ways to banish the inner critic in order to do our best work as contributors, collaborators, and leaders.
First, you’ll discover the three mental power tools that you already possess to stop the inner critic in its tracks. Then you’ll learn methods for dealing with the fear of being judged and criticized, how to transform highly critical self-talk into that of approval and encouragement, and ways to feel like your ideas are good enough and stop committing “ideacide.”
By the end, you’ll have a roadmap of how to get unstuck, do your best work, and channel your creativity as a force for positive change in the world.
Service Design is gaining popularity in the United States as a better approach to defining and orchestrating service experiences. While having much in common with user experience, service design in practice requires new ways of thinking and new methods of making. It also requires embracing both the complexity of service experiences and the organizations that deliver them.
This workshop is designed to get more user experience practitioners familiar with some of the methods of service design. Our session will focus on several lo-fi making approaches–acting, sketching, storytelling, and blueprinting–that can be used to iteratively conceptualize new service experiences.
The session will be fast-paced and iterative. You'll learn concepts and approaches that only can prepare you to tackle service experience problems, but can easily be applied to any project involving multiple touchpoints or channels. You'll be thrown in the service design deep end, but the water's warm (I promise).
Donn DeBoard Rail Europe Chris Risdon STC Summit May 2013ddeboard
Chris Risdon (Adaptive Path)'s finished map of Rail Europe illustrates the solution for my session attendees. This map offers an opportunity to review key points from my presentation.
From the UX Week description:
Have you ever wanted to make an orchestrated, integrated, cross-product, multi-channel, location-sensitive, smart commerce, service designed product ecosystem for the masses? Yes?! Then this workshop is for you! Except that in this workshop, we will throw out the buzz words and provide a sensible framework for bringing products and services into both the glory and the minutia of people’s everyday lives. We will focus on the power and peril of a touchpoint. Just because you can touch someone, does that mean you should? We will explore how you can ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Workshop Presenters:
Chris Risdon, Paula Wellings & Todd Wilkens
Have you ever wanted to make an orchestrated, integrated, cross-product, multi-channel, location-sensitive, smart commerce, service designed product ecosystem for the masses? Yes?!
This workshop throws out the buzz words and provides a sensible framework for bringing products and services into both the glory and the minutia of people’s everyday lives. Focus on the power and peril of a touchpoint. Just because you can touch someone, does that mean you should? We explore how you can ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Midwest UX '12: Mapping the ExperienceChris Risdon
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service.
Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
In this presentation I talk about orchestrating touchpoints and their channels through experience maps. I review an experience mapping framework that includes key components and how they’re used for designing for a multi-touchpoint experience. The presentation discusses the activities that feed the map so that it tells a tangible story, the key elements make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints. Experience maps are intended to be catalysts, not conclusions.
Designing for Multi-touchpoint ExperiencesJamin Hegeman
Want to help your team and stakeholders develop a mindset for designing and delivering multi-touchpoint service experiences before getting caught up in constraints and requirements? Could you use a fun, experience-driven method to level the playing field and get multidisciplinary teams working together to generate ideas?
During the first part of this service experience workshop, we’ll use an acting method called ‘service storming’ to rapidly generate ideas for a service concept across multiple touchpoints. This simple, but powerful tool will help teams cover a wide range of experiences in a short time period.
After acting out some service experiences, we’ll focus on making them operational. For this, we will turn to the service blueprint, a service design tool that helps you capture experience across time and touchpoints in a way that many teams and stakeholders can understand and design from.
Together, these tools will help you and your teams develop a service mindset, work better across disciplines, and move from ideation to execution of multi-touchpoint service experiences.
What you’ll get in this workshop:
A great team building exercise that gets people thinking outside of the box, screen, or whatever constrains them
An introduction to service storming, a great ideation method that using acting as a way to generate and communication service concepts
An introduction to service blueprints, an operational tool used to visualize the touchpoints and backend systems needed to realize service experiences
UX Research - The Most Powerful Tool in Your KitMary Wharmby
Even a small amount of design research has the power to transform your project and lay a foundation for success. This quick primer will give you the tools and understanding needed to get started today.
Was ist Gamification, wie funktioniert es und wie kann ein Unternehmen davon profitieren, das erklärt Peter Zwyssig, Geschäftsführer von foryouandyourcustomer Zürich, in seiner Präsentation. Für den Multichannel-Berater liefert das Thema des Tages einen wertvollen Beitrag im Umgang mit Kunden, Mitarbeitenden, Partner etc., dessen Einsatz jedes Unternehmen prüfen sollte.
Slides for my UX1 class at Seattle School of Visual Concepts.This week is all about looking at the problem space from 1000 feet up. Starting with the big picture makes it much easier to create a user experience that hangs together and make sense. Concepts covered: personas, design narratives, scenarios, user journey maps, user flows, storyboarding, sketchboarding
Similar to Using Storytelling to Create Experiences that Convert - Conversion Elite, London 06 Jun 2018 (20)
Slides from my talk at Generate London on the 23 September 2016 http://www.generateconf.com/london-2016 #generateconf
ABSTRACT
There was a time when we did glossy page designs and those designs were pretty much what we saw in our desktop browsers. With the rise of smartphones, tablets and smartwatches, there isn’t one view of our designs any more.
With further developments in technology and screens, our content could go anywhere. As a result we need to move away from designing for specific devices to solutions that are device-agnostic. For UX designers that means means letting content guide layouts, and moving away from designing pages to focusing on the modules that those views are made up of.
In this talk Anna will walk through why device-agnostic design matters, what it means and how we go about it.
Responsivt - Inte bara för mobilen + Webbdagarna Växjö, 04 Dec 2014Anna Dahlström
Slides from my talk at Webbdagarna Växjö on the 4 December 2014.
http://www.webbdagarna.se/vaxjo-2014/program
Video (in Swedish): http://internetworld.idg.se/2.1006/1.600683/responsivt---inte-bara-for-mobilen
Abstract:
Responsiv design ses av många som ett sätt att anpassa sina sajter till att användare surfar på mobilen eller surfplattan. Men responsivt är mycket mer än så. Det är ett sätt att framtidssäkra sina digitala tjänster för en framtid med nya enheter av alla olika storlekar.
Beyond the hamburger menu - Digital Doughnut, London 25 Nov 2014Anna Dahlström
Slides from my talk at Digital Doughnut on the 25th of November in London where I talked about 10 things you need to know about mobile.
http://events.digitaldoughnut.com/Meetups/1500/161/other/0/false
Device Agnostic Design - UCD2014, London 25 Oct 2014Anna Dahlström
Slides from my Device Agnostic Design talk at UCD London
http://2014.ucduk.org/session/device-agnostic-design-how-to-get-your-content-to-go-anywhere/
ABSTRACT:
There was a time when we did glossy page designs and when those designs were pretty much what we saw in our desktop browsers. With the introduction and rise of smartphones, tablets, phablets there isn’t one view of our designs anymore.
Instead, what we create needs to be able to adapt in a way that is suitable for the device as well as where and how it’s being used.
With responsive design we’ve learnt the basics of how to adapt content, interactions and layouts so that it works across devices. But with further developments in technology and screens, our content is going to go anywhere. As a result we need to move away from designing for specific devices to solutions that are device agnostic. For us as UX designers this means means letting content rather than devices guide layouts, and also increasingly moving away from designing and wireframing pages to focusing on the modules that those views are made up of. But there are other aspects to consider in device agnostic design.
In this talk I walk through why device agnostic design matters, what it means and how we go about it.
Beyond The Hamburger Menu - MOBX, 13 Sep 2014Anna Dahlström
Slides from my talk at MOBX in Berlin on 13 Sep 2014 - http://2014.mobxcon.com/
Beyond the hamburger menu - What you need to know about designing for multiple devices.
Abstract: From myths to trends and best practice, actual usage, engagement, design patterns and interactions, we’ll go through the insights behinds the stats and take a look at the reality behind mobile and what really matters when designing for multiple devices.
Slides from my talk at Cambridge Usability Group on the 12th of May 2014
http://www.eventbrite.co.uk/e/designing-better-ux-deliverables-tickets-11542298325
Needing to produce some kind of deliverables throughout a project is inevitable: it might be user research reports to inform senior stakeholder; usability test results to communicate to developers; sketches and wireframes to pass on to web designers.
Just as we make the products and services we design easy to use, the UX of UX is about communicating your thinking in a way that ensures that what you've defined is easy to understand for the reader. It's about adapting the work you do to the project in question and finding the right balance of making people want to look through your work whilst not spending unnecessary time on making it pretty.
Best Practice For UX Deliverables - Eventhandler, London, 05 March 2014Anna Dahlström
TAKE THIS WORKSHOP ONLINE & GET 20% OFF WITH CODE 'SLIDESHARE'
https://school.uxfika.co/p/best-practice-for-ux-deliverables/?product_id=325265&coupon_code=SLIDESHARE
---
Slides from my 'Best practice for UX deliverables' workshop that I ran for Eventhandler in London on the 05th of March 2014.
http://www.eventhandler.co.uk/events/uxnightclass-uxdeliverables3
---
Please note that for copyright reasons & client privacy the examples in this presentation are slightly different than from the workshop. The examples included are for reference only in terms of what I talked through in the 'Good examples' section.
-----
ABSTRACT
Whilst the work we do is not meant to be hanged on a wall for people to admire, nor is meant to be put in a drawer and forgotten about. Just as we make the products and services we design easy to use, the UX of UX is about communicating your thinking in a way that ensures that what you've defined is easy to understand for the reader. It's about adapting the work you do to the project in question and finding the right balance of making people want to look through your work whilst not spending unnecessary time on making it pretty.
Who is it for?
This workshop is suitable for anyone starting out in UX, or who's worked with it for a while but is looking to improve the way they present their work.
What you'll learn
In this hands on workshop we'll walk through real life examples of why the UX of UX deliverables matter. We'll cover how who the reader is effects the way we should present our work, both on paper and verbally, and how to ensure that the work you do adds value. Coming out of the workshop you'll have practical examples and hands on experience with:
// How to adapt and sell your UX deliverable to the reader (from clients, your team, in house and outsourced developers)
// Guiding principles for creating good UX deliverables (both low and high fidelity)
// Best practice for presentations, personas, user journeys, flows, sitemaps, wireframes and other documents
// Simple, low effort but big impact tools for improving the visual presentation of your UX deliverables
Selling UCD - how to get buy-in & measure the value - Eventhandler, London 26...Anna Dahlström
Slides from my Eventhandler workshop on 26th of February about how to get buy-in for UCD and measure the value of UX initatives.
http://www.eventhandler.co.uk/events/uxnightclass-sellingucd
Designing Around Storytelling - Digital Pond, London 06 Feb 2014Anna Dahlström
Slides from my talk around storytelling in design at the Digital Pond meet up on 06 Feb 2014
http://www.meetup.com/The-Digital-Pond/events/159211742/
Stories have played an important part in our societies and development through history. In the last few years it's gained attention as a tool for and important aspect in communication, and rightfully so. But it's also an integral part of the design process and at the Digital Pond I talked about why as well as how we can use it, from the start, during definition and development as well as going forwards.
Three part series: Designing for multiple devices - GA, London, 20 Jan 2014Anna Dahlström
Slides from my three-part series Designing for Multiple Devices class run on the 20th of January with General Assembly in London.
The rise in mobiles and tablets have not only changed the way we consume and interact with content, but also the way we design and what we base our design approach on.
This series of classes will cover how user expectations as well as behaviour and consumption patterns have shifted—and what that means for designing products that will be used on multiple devices. Coming out of these classes, you'll be equipped with the essential principles and tools to tackle the multiple device jungle.
Three part series: Designing for multiple devices - GA, London, 26 Nov 2013Anna Dahlström
Slides from my three-part series Designing for Multiple Devices class run in one evening on the 26th of November with General Assembly in London.
https://generalassemb.ly/education/designing-for-multiple-devices-3-part-series
The rise in mobiles and tablets have not only changed the way we consume and interact with content, but also the way we design and what we base our design approach on.
This series of classes will cover how user expectations as well as behaviour and consumption patterns have shifted—and what that means for designing products that will be used on multiple devices. Coming out of these classes, you'll be equipped with the essential principles and tools to tackle the multiple device jungle.
Designing Around Storytelling - UCD2013, London 08 Oct 2013Anna Dahlström
Slides from my talk around storytelling in design at the UCD 2013 Conference in London http://2013.ucduk.org.
Stories have played an important part in our societies and development through history. In the last few years it's gained attention as a tool for and important aspect in communication, and rightfully so. But it's also an integral part of the design process and at UCD 2013 I talked about why as well as how we can use it, from the start, during definition and development as well as going forwards.
Transforming Brand Perception and Boosting Profitabilityaaryangarg12
In today's digital era, the dynamics of brand perception, consumer behavior, and profitability have been profoundly reshaped by the synergy of branding, social media, and website design. This research paper investigates the transformative power of these elements in influencing how individuals perceive brands and products and how this transformation can be harnessed to drive sales and profitability for businesses.
Through an exploration of brand psychology and consumer behavior, this study sheds light on the intricate ways in which effective branding strategies, strategic social media engagement, and user-centric website design contribute to altering consumers' perceptions. We delve into the principles that underlie successful brand transformations, examining how visual identity, messaging, and storytelling can captivate and resonate with target audiences.
Methodologically, this research employs a comprehensive approach, combining qualitative and quantitative analyses. Real-world case studies illustrate the impact of branding, social media campaigns, and website redesigns on consumer perception, sales figures, and profitability. We assess the various metrics, including brand awareness, customer engagement, conversion rates, and revenue growth, to measure the effectiveness of these strategies.
The results underscore the pivotal role of cohesive branding, social media influence, and website usability in shaping positive brand perceptions, influencing consumer decisions, and ultimately bolstering sales and profitability. This paper provides actionable insights and strategic recommendations for businesses seeking to leverage branding, social media, and website design as potent tools to enhance their market position and financial success.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Can AI do good? at 'offtheCanvas' India HCI preludeAlan Dix
Invited talk at 'offtheCanvas' IndiaHCI prelude, 29th June 2024.
https://www.alandix.com/academic/talks/offtheCanvas-IndiaHCI2024/
The world is being changed fundamentally by AI and we are constantly faced with newspaper headlines about its harmful effects. However, there is also the potential to both ameliorate theses harms and use the new abilities of AI to transform society for the good. Can you make the difference?
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
2. “ We are as a species addicted to stories. ”
- The Storytelling Animal by Jonathan Gottschall
www.flickr.com/photos/namkeng/3209117837 @annadahlstrom
6. Stories have the ability to motivate,
change & create connections
https://www.flickr.com/photos/kwl/4116389731/ @annadahlstrom
7. www.flickr.com/photos/g-ratphotos/3404474275
“ Results repeatedly shows that our attitudes, fears, hopes,
and values are strongly influenced by story. In fact, fiction seems
to be more effective at changing beliefs than writing that is
specifically designed to persuade through argument and evidence."
Entering fictional worlds radically alters the way information is
processed. ”
- FastCompany, Why storytelling is the ultimate weapon
@annadahlstrom
20. Act three
Three act structure
Act one
Setup Resolution
Act two
Confrontation
inciting
incident mid point climax
confronts the main
character
tries to solve the problem but
don’t yet have the skills
the dramatic question is
answered
PLOT POINT ONE PLOT POINT TWO
@annadahlstrom
22. Post..PurchaseConsiderationAwareness
The structure of a typical purchase journey
Setup ResolutionConfrontation
inciting
incident mid point climax
confronts the main
character
tries to solve the problem but
don’t yet have the skills
the dramatic question is
answered
PLOT POINT ONE PLOT POINT TWO
1. Becomes aware
5. Takes action
/ no action
4. Makes a decision
3. Looks further into it
2. Starts to consider
Act three Act one Act two
@annadahlstrom
25. Post..PurchaseConsiderationAwareness
Map out the experience
Setup ResolutionConfrontation
PLOT POINT ONE PLOT POINT TWO
Act three Act one Act two
HygieneFeelgoodDelight
Looks
it up
Reads a
review
Compares
it to similar
products
Does more
research
Pays for
it
Decides
to buy
Hears
about it
Receives
it
inciting
incident
mid
point
climax
PLOT POINT ONE
PLOT POINT TWO
26. The plot Use dramaturgy to help understand, define &
visualise the plot of the experience
@annadahlstrom
Understand
how things are
Deliver
how it should be
Analyse
what, why, who, when
33. But it’s also
about this…
Browse
Research
Buy & Pay
Get notified
✓ ✓ ✓
✓ ✓ ✓
✓ ✓ ✓
✓ ✓
✓
@annadahlstrom
34. Commute
Sequential usage
Morning Work
Simultaneous usage
+
Multi-tasking
+
Extending
+
Complementing
“ 90% of users start a task on one device and then complete it on another. ”
- Source: Google
@annadahlstrom
35. ..and about
these
Screenshot from http://internetofthingsagenda.techtarget.com/definition/smart-home-or-building @annadahlstrom
39. MORE PERSONAS ON https://uk.pinterest.com/uxfika/personas/ @annadahlstrom
40. The characters Identify & define all the different actors that play a role in the
experience & what role they play when & where
@annadahlstrom
Understand
who plays a role
Deliver
to their specific needs
Analyse
for each stage
50. STAGES
DOING
FEELING
Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel
People choose rail travel because it is
convenient, easy, and flexible.
Rail booking is only one part of people’s larger
travel process.
People build their travel plans over time. People value service that is respectful, effective
and personable.
EXPERIENCE
Rail Europe Experience Map
Kayak,
compare
airfare
Google
searches
Research
hotels
Talk with
friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Paper tickets
arrive in mail
• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.
• It’s hard to trust Trip Advisor. Everyone is
so negative.
• Keeping track of all the different products
is confusing.
• Am I sure this is the trip I want to take?
• Website experience is easy and friendly!
• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country
and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unknown place in
the middle of the night.
• Stressed that the train won’t arrive on time for my
connection.
• Meeting people who want to show us around is fun,
serendipitous, and special.
• Excited to share my vacation story with
my friends.
• A bit annoyed to be dealing with ticket refund
issues when I just got home.
View
maps
Arrange
travel
Blogs &
Travel sites
Plan with
interactive map
Review fares
Select pass(es)
Enter trips Confirm
itinerary
Delivery
options
Payment
options
Review &
confirm
Map itinerary
(finding pass)
Destination
pages
May call if
difficulties
occur
E-ticket Print
at Station
Web
raileurope.com
Wait for paper tickets to arriveResearch destinations, routes and products
Live chat for
questions
Activities, unexpected changes
Change
plans
Check ticket
status
Print e-tickets
at home
web/
apps
Look up
timetables
Plan/
confirm
activities
Web
Share
photos
Share
experience
(reviews)
Request
refunds
Follow-up on refunds for booking changes
Share experience
Buy additional
tickets
Look up
time tables
Opportunities
Guiding Principles
Customer Journey
RAIL EUROPE
THINKING
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
place for site seeing and activities?
• I want to get the best price, but I’m willing to pay a
little more for first class.
• How much will my whole trip cost me? What are my
trade-offs?
• Are there other activities I can add to my plan?
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?
• Do I have everything I need?
• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train but there are
not more trains. What can we do now?
• Am I on the right train? If not, what next?
• I want to make more travel plans. How do I
do that?
• Trying to return ticket I was not able to use. Not
sure if I’ll get a refund or not.
• People are going to love these photos!
• Next time, we will explore routes and availability
more carefully.
Communicate a clear value
proposition.
STAGE: Initial visit
Connect planning, shopping and
booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information
for making decisions.
STAGES: Shopping, Booking
Improve the paper ticket
experience.
STAGES: Post-Booking, Travel, Post-Travel
Make your customers into better,
more savvy travelers.
STAGES: Global
Proactively help people deal
with change.
STAGES: Post-Booking, Traveling
Support people in creating their
own solutions.
STAGES: Global
Visualize the trip for planning
and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Engage in social media with
explicit purposes.
STAGES: Global
Communicate status clearly at
all times.
STAGES: Post-Booking, Post Travel
Accommodate planning and
booking in Europe too.
STAGE: Traveling
Aggregate shipping with a
reasonable timeline.
STAGE: Booking
Help people get the help they
need.
STAGES: Global
GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Mail tickets
for refund
Get stamp
for refund
The need to map
is greater than ever before
Source: http://adaptivepath.org/uploads/documents/RailEurope_AdaptivePath_CXMap_FINAL.pdf @annadahlstrom
53. STAGES
DOING
FEELING
Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel
People choose rail travel because it is
convenient, easy, and flexible.
Rail booking is only one part of people’s larger
travel process.
People build their travel plans over time. People value service that is respectful, effective
and personable.
EXPERIENCE
Rail Europe Experience Map
Kayak,
compare
airfare
Google
searches
Research
hotels
Talk with
friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Paper tickets
arrive in mail
• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.
• It’s hard to trust Trip Advisor. Everyone is
so negative.
• Keeping track of all the different products
is confusing.
• Am I sure this is the trip I want to take?
• Website experience is easy and friendly!
• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country
and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unknown place in
the middle of the night.
• Stressed that the train won’t arrive on time for my
connection.
• Meeting people who want to show us around is fun,
serendipitous, and special.
• Excited to share my vacation story with
my friends.
• A bit annoyed to be dealing with ticket refund
issues when I just got home.
View
maps
Arrange
travel
Blogs &
Travel sites
Plan with
interactive map
Review fares
Select pass(es)
Enter trips Confirm
itinerary
Delivery
options
Payment
options
Review &
confirm
Map itinerary
(finding pass)
Destination
pages
May call if
difficulties
occur
E-ticket Print
at Station
Web
raileurope.com
Wait for paper tickets to arriveResearch destinations, routes and products
Live chat for
questions
Activities, unexpected changes
Change
plans
Check ticket
status
Print e-tickets
at home
web/
apps
Look up
timetables
Plan/
confirm
activities
Web
Share
photos
Share
experience
(reviews)
Request
refunds
Follow-up on refunds for booking changes
Share experience
Buy additional
tickets
Look up
time tables
Opportunities
Guiding Principles
Customer Journey
RAIL EUROPE
THINKING
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
place for site seeing and activities?
• I want to get the best price, but I’m willing to pay a
little more for first class.
• How much will my whole trip cost me? What are my
trade-offs?
• Are there other activities I can add to my plan?
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?
• Do I have everything I need?
• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train but there are
not more trains. What can we do now?
• Am I on the right train? If not, what next?
• I want to make more travel plans. How do I
do that?
• Trying to return ticket I was not able to use. Not
sure if I’ll get a refund or not.
• People are going to love these photos!
• Next time, we will explore routes and availability
more carefully.
Communicate a clear value
proposition.
STAGE: Initial visit
Connect planning, shopping and
booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information
for making decisions.
STAGES: Shopping, Booking
Improve the paper ticket
experience.
STAGES: Post-Booking, Travel, Post-Travel
Make your customers into better,
more savvy travelers.
STAGES: Global
Proactively help people deal
with change.
STAGES: Post-Booking, Traveling
Support people in creating their
own solutions.
STAGES: Global
Visualize the trip for planning
and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Engage in social media with
explicit purposes.
STAGES: Global
Communicate status clearly at
all times.
STAGES: Post-Booking, Post Travel
Accommodate planning and
booking in Europe too.
STAGE: Traveling
Aggregate shipping with a
reasonable timeline.
STAGE: Booking
Help people get the help they
need.
STAGES: Global
GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Mail tickets
for refund
Get stamp
for refund
Think of the set
as this part
Source: http://adaptivepath.org/uploads/documents/RailEurope_AdaptivePath_CXMap_FINAL.pdf @annadahlstrom
55. Thank you to Krisztina Szerovay for the image https://uxknowledgebase.com/emotional-design-381f9bb03625 @annadahlstrom
56. Analyse the emotional aspect
Which one do they respond to the most?
What’s the user’s attitude to them?
How can we tailor the messaging?
What emotional response do they evoke?
How do they connect emotionally?
@annadahlstrom
Define the eco system
What’s the role for each?
Are they owned, earned or paid?
What’s the messaging for each?
Where do they drive to?
How are they connected?
+
+
+
+
+
57. Post..PurchaseConsiderationAwareness
Setup ResolutionConfrontation
PLOT POINT ONE PLOT POINT TWO
Act three Act one Act two
HygieneFeelgoodDelight
Looks
it up
Reads a
review
Compares
it to similar
products
Does more
research
Pays for
it
Decides
to buy
Hears
about it
Receives
it
inciting
incident
mid
point
climax
PLOT POINT ONE
PLOT POINT TWO
High
Medium
Low
58. www.flickr.com/photos/g-ratphotos/3404474275
“ It is vital for the narrative to progress relentlessly and rapidly, and for
what happens to flow fluidly and form a cohesive whole, so that the parts
(scenes, sequences and acts) and the whole (story) are united as one. ”
- Writers Store
@annadahlstrom
59. STAGES
DOING
FEELING
Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel
People choose rail travel because it is
convenient, easy, and flexible.
Rail booking is only one part of people’s larger
travel process.
People build their travel plans over time. People value service that is respectful, effective
and personable.
EXPERIENCE
Rail Europe Experience Map
Kayak,
compare
airfare
Google
searches
Research
hotels
Talk with
friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Paper tickets
arrive in mail
• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.
• It’s hard to trust Trip Advisor. Everyone is
so negative.
• Keeping track of all the different products
is confusing.
• Am I sure this is the trip I want to take?
• Website experience is easy and friendly!
• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country
and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unknown place in
the middle of the night.
• Stressed that the train won’t arrive on time for my
connection.
• Meeting people who want to show us around is fun,
serendipitous, and special.
• Excited to share my vacation story with
my friends.
• A bit annoyed to be dealing with ticket refund
issues when I just got home.
View
maps
Arrange
travel
Blogs &
Travel sites
Plan with
interactive map
Review fares
Select pass(es)
Enter trips Confirm
itinerary
Delivery
options
Payment
options
Review &
confirm
Map itinerary
(finding pass)
Destination
pages
May call if
difficulties
occur
E-ticket Print
at Station
Web
raileurope.com
Wait for paper tickets to arriveResearch destinations, routes and products
Live chat for
questions
Activities, unexpected changes
Change
plans
Check ticket
status
Print e-tickets
at home
web/
apps
Look up
timetables
Plan/
confirm
activities
Web
Share
photos
Share
experience
(reviews)
Request
refunds
Follow-up on refunds for booking changes
Share experience
Buy additional
tickets
Look up
time tables
Opportunities
Guiding Principles
Customer Journey
RAIL EUROPE
THINKING
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
place for site seeing and activities?
• I want to get the best price, but I’m willing to pay a
little more for first class.
• How much will my whole trip cost me? What are my
trade-offs?
• Are there other activities I can add to my plan?
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?
• Do I have everything I need?
• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train but there are
not more trains. What can we do now?
• Am I on the right train? If not, what next?
• I want to make more travel plans. How do I
do that?
• Trying to return ticket I was not able to use. Not
sure if I’ll get a refund or not.
• People are going to love these photos!
• Next time, we will explore routes and availability
more carefully.
Communicate a clear value
proposition.
STAGE: Initial visit
Connect planning, shopping and
booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information
for making decisions.
STAGES: Shopping, Booking
Improve the paper ticket
experience.
STAGES: Post-Booking, Travel, Post-Travel
Make your customers into better,
more savvy travelers.
STAGES: Global
Proactively help people deal
with change.
STAGES: Post-Booking, Traveling
Support people in creating their
own solutions.
STAGES: Global
Visualize the trip for planning
and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Engage in social media with
explicit purposes.
STAGES: Global
Communicate status clearly at
all times.
STAGES: Post-Booking, Post Travel
Accommodate planning and
booking in Europe too.
STAGE: Traveling
Aggregate shipping with a
reasonable timeline.
STAGE: Booking
Help people get the help they
need.
STAGES: Global
GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Mail tickets
for refund
Get stamp
for refund
Adapt the rest to capture
that which helps your project
Source: http://adaptivepath.org/uploads/documents/RailEurope_AdaptivePath_CXMap_FINAL.pdf @annadahlstrom
60. The decor Map, define and design the environment in which
the experience takes place
@annadahlstrom
Understand
how it fits together
Deliver
a narrated experience
Analyse
each element
61. The plot. Use dramaturgy to help understand, define
& visualise the plot of the experience.
The characters. Identify & define all the different
actors that play a role in the experience & what role
they play when & where.
The decor. Map, define & design the environment in
which the experience takes place.
@annadahlstrom
63. 1.
Data tells us everything & nothing
@annadahlstrom
64. There’s a big difference
between these two
https://www.flickr.com/photos/antmcneill/7824200774 http://www.boredpanda.com/funny-fake-book-covers-nyc-subway-prank-scott-rogowsky/
65. 2.
There is always a backstory &
a desired outcome to every user’s journey
@annadahlstrom
66. Yay!
Not bad for such short notice.
Maybe I can go home
for Midsummer after all.
80. “ 64% of women who shop
for apparell on their
smartphone agree that seeing
images of products in context
positievly influences their
purchase decision. ”
- Source: Think with Google
ASOS H&M
@annadahlstrom
81. “ 64% of women who shop
for apparell on their
smartphone agree that seeing
images of products in context
positievly influences their
purchase decision. ”
- Source: Think with Google
ASOS H&M
@annadahlstrom
82. 3.
There is a story to everything.
You just have to tell it.
@annadahlstrom
83. Image via Shutterstock
“ The whole of a story is that
which have a beginning, a middle
and an end ”
- Aristotle
@annadahlstrom