lx design: mapping the journey
TRANSCRIPT
LX DESIGN: MAPPING THE JOURNEY
JOYCE SEITZINGER CAPE TOWN, OCTOBER 2015
WE HAVE SOME WICKED PROBLEMS
MY EXPERIENCE
Aberdeen Research interpretation of Andrew’s CX hierarchy
WHAT IS EXPERIENCE DESIGN?
The world is complex, and so too must be the ac6vi6es that we perform. But that doesn’t mean that we must live in con6nual frustra6on. No. The whole point of human-‐centered design is to tame complexity, to turn what would appear to be a complicated tool into one that fits the task, that is understandable, usable, enjoyable.
Don Norman, The Design of Everyday Things
WHAT IS AN EXPERIENCE?
It is crucial to view experience as the consequence of many different systems.
Experience emerges from the intertwined works of percep6on, ac6on, mo6va6on, emo6on and cogni6on in dialogue with the world (place, 6me, people and objects).
Experience Design: Technology for all the right reasons Marc Hassenzahl
USER EXPERIENCE DESIGN
…to achieve high-‐quality user experience in a company's offerings there must be a seamless merging of the services of mul6ple disciplines.
The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother.
Don Norman, & Jakob Nielsen
INTERACTION DESIGN
In design, human–computer interac6on, and soSware development, interac6on design, oSen abbreviated IxD, is defined as "the prac6ce of designing interac6ve digital products, environments, systems, and services."
SERVICE DESIGN
Service design is the inten6onal and thoughVul design of internal and customer-‐facing ac6vi6es needed to deliver a service. Where experience design concerns itself only with the customer-‐facing aspects, service design looks also at the experience of staff
EMPATHY FOR THE USER
METHODOLOGY
IS THERE POTENTIAL FOR LEARNER EXPERIENCE DESIGN OR #LXDESIGN?
DR. JESS KNOTT
CARD SORTING
USER OBSERVATION
CODING CONVERSATIONS
CODING CONVERSATIONS
PERSONAS
PERSONAS
EXAMPLES
From https://sustainableservice.wordpress.com
Keeping Graduates Green
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WHEN DO YOU USE JOURNEY MAPPING?
• For an exis6ng product, object or service • To get an overview of all the elements and
stakeholders • To map all the touch points • To iden6fy emo6ons associated with
interac6ons • To iden6fy pain points
WHEN DO YOU USE JOURNEY MAPPING?
For a new product, object or service to be designed, developed and implemented: • To get a common understanding of aspiring
experience for all members of design & development team
• To iden6fy touch points • To iden6fy channels • To iden6fy priori6es for the development
WHEN DO YOU USE JOURNEY MAPPING?
Instead of a prototype • When a prototype is too expensive to build • Have something to shoot at
WHY DO YOU USE JOURNEY MAPPING?
• To map all the bricks in your bricolage (even those beyond your control)
• To step away from your medium
• To facilitate conversa6on
• To facilitate collabora6on
From Designing CX http://designingcx.com/2012/10/23/prototype-portable-journey-mapping-worksheet/
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Pre Start Week 2-6
Week 7-10
Week 11-12
End & post
LMS Wiki is tricky to participate in!
Content
Early access ☺
Teacher Picture & intro video ☺
No involvement in review !
Peers No icebreaker !
Library Intro but use in wk 7 !
LEARNER JOURNEY MAPPING
OUR LEARNER JOURNEY MAP
ALLEVIATE PAIN POINTS
SMALL CHANGES ARE FINE: MIKE WESCH’S SYLLABUS
EXPERIENCES ARE CO-CREATED
CO-CREATED EXPERIENCES
COMMUNITIES INFORMATION STREAMS
PERSONAL HUB COLLECTIONS
PRESENCE CURATION
DESIGN IMPROVED CONNECTIONS
INSTITUTIONAL EXPERIENCE
COMMUNITY OF PRACTICE EXPERIENCE
MOOC EXPERIENCES
EVENT EXPERIENCES
DESIGNING FOR A CONSTELLATION OF EXPERIENCES
Image cc license @BryanMMathers http://bryanmmathers.com/
https://adventuresinbadging.wordpress.com/
AUSTRALIAN NATIONAL UNIVERSITY
Image cc license @bryanmathers
WHAT WILL IT TAKE TO ADOPT LEARNER EXPERIENCE DESIGN PRACTICES?
EXPANDED TOOLKITS
DIFFERENT WAYS OF COLLABORATING
DIFFERENT WAYS OF COLLABORATING
DIFFERENT WAYS OF COLLABORATING
A COMMITMENT TO THE LEARNER EXPERIENCE
EXPAND ON LX DESIGN RESEARCH
THINK OF OURSELVES AS LEARNER EXPERIENCE DESIGNERS
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