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WUD WRO 2013 - Hubert Anyżewski - experience journey
This document contains notes from a presentation given by Hubert Anyżewski at the WUD WRO conference in 2013. It summarizes the key differences between a customer journey map and an experience map, noting that a customer journey map analyzes a specific customer's experience along a specific journey through touchpoints, while an experience map analyzes the holistic experience of a service through touchpoints representing many customer journeys. The document also emphasizes the importance of understanding channels of interaction and touchpoints when mapping customer experiences.
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WUD WRO 2013 - Hubert Anyżewski - experience journey
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- 2. hubert.anyzewski@uselab.pl @anyzewski • Over 10years of UX/CX experience (more than 14 markets) • Master’s Degree in Social Psychology (major in HCI) • Co-Owner and UX Director at UseLab – Poland (www.uselab.pl) • Co-Founder and board member of UX Poland (www.uxpoland.com) • Co-Founder and Head od User Experience Design postgraduate studies on SWPS (Warsaw and Wrocław) WUD WRO 2013
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- 4. Customer Journey Mapvs. Experience Map ?
- 5. Mapping Experiences andOrchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012 WUD WRO 2013
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- 7. Mapping Experiences andOrchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012 WUD WRO 2013
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- 9. Mapping Experiences andOrchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012 WUD WRO 2013
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- 11. Mapping Experiences andOrchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012 WUD WRO 2013
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- 15. Customer Journey Map: - service design tool - way to analyze customer (specific) experience on a journey (specific) - canvas to visualize customer journey and experience via. touchpoints WUD WRO 2013
- 16. Customer Experience Map: - service design tool - way to analyze holistic experience of our service - canvas to visualize experience via. touchpoints for many journeys WUD WRO 2013
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- 18. 1. Understand channels • Single channel vs. Multichannel • Cross-channel • Omnichannel Chris Risdon & Patrick Quattlebaum „Channel – a medium of interaction with customers or users” -Adaptive path WUD WRO 2013
- 19. 2. Understand Touchpoints ChrisRisdon & Patrick Quattlebaum „Touchpoint – a point of interaction with service/product (in specific time and place)” -Adaptive path WUD WRO 2013
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