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Visualizing the customer experience using customer experience journey maps

Visualizing the customer experience using customer experience journey maps
Too often when we think of a customer, our view is filtered through the lens of our job, profession, department, or specialty. Think of how patients are treated in most hospitals. They are viewed as a disease, an illness, a collection of parts – each with its own specialist. The hospital system is designed for the convenience of the specialists, not for the needs of the patient. Specialists in a hospital are much like the silos in an organization, each viewing a customer from their own departmental lens. Bringing the outside in using customer experience journey maps Customer experience journey maps are a tool to help bring the outside world into an organization. And as we map out the customer’s story, our organization’s own story becomes visible. Below are a few examples of different types of customer experience journey maps. [updated September 28, 2011 & May 22 2012 with additional examples] Social Gamer created by nForm Lego’s WOW map for an executive’s experience visiting LEGO

UX in Public Transit I had the pleasure of speaking at the Oregon Transit Conference this week in sunny Seaside, OR. This was the conference for representatives of Oregon's many transit agencies. Topics ranged from grant writing how-tos and leadership to the future of public transit itself. I was part of a small panel dedicated to public transit smartphone apps, on account of my work on Transporter, a popular Bay Area public transit app I created in grad school. After attending several earlier sessions, it became clear to me that many attendees saw technology as something they needed to buy to keep up with the times. The 20-minute talk was essentially an introduction to the power of a user-centered design approach, told through my experiences creating Transporter, which was designed to address the needs of riders I uncovered while doing contextual research. It was clear from the discussions afterward that the talk was well received. Here's my slide deck

merhl | Experience Design Ensemble dans les VAP 12 Website Usability Testing Myths The internet is a wonderful, magical place that is filled with more amazing content than you could shake a stick at; it has an almost unimaginable wealth of resources on a huge array of different topics, and more or less anything you can think of exists on the internet. The problem though, is not that there is too much content, nor that there are too many sites, it’s just that the vast majority of sites and services suffer from a number of different usability issues that make using them anything from difficult and frustrating to downright unpleasant to use . I’m sure you can think of a number of sites off the top of your head that fit into these categories. Unfortunately there are a number of different myths floating about saying that improving usability takes too long, costs too much or doesn’t really do anything useful to these sites and services. As someone who works on a website usability testing tool I hear these myths far too often, and I’d like to dispell them permanently.

MBA: Car Sharing In the third episode of Moving Beyond the Automobile, we take a look at a more efficient way to use a car. Car sharing allows users to evaluate the full cost of each car trip, which encourages them to decide what the most appropriate mode choice is for a specific trip. Zipcar, a leading global car sharing organization, reports that members walk and bike 10-15% more than they did before joining Zipcar. So while car sharing isn't exactly "Moving Beyond the Automobile," it is a great way for cities and individuals to help make the transportation network more efficient and become less dependent on owning a private cars. (Note: This series is made possible by funding from the Fund for The Environment & Urban Life.) [music] Robin Chase: [00:14] One of the things that intrigues me about both car sharing and ride sharing is that it can dramatically change the number of trips that an individual takes, and the number of people in that car.

The Do's And Don'ts Of Infographic Design Advertisement Editor’s Note: You might want to read Nathan Yau’s article The Do’s And Don’ts Of Infographic Design: Revisited1 here on Smashing Magazine which is a response to this article. Since the dawn of the Internet, the demand for good design has continued to skyrocket. From Web 1.0 to Web 2.0 and beyond, designers have remained on their toes as they define the trends and expectations of our online universe. The Internet is a great designer’s playground, and online businesses are growing more and more appreciative of what can be gained from a bit of well-executed eye candy. Infographics are visual representations of information, or “data viz” as the cool kids call it these days. Of course, just as Web 2.0 changed 1.0, today’s infographics are far more eye-catching than simple pie charts and bar graphs. While some design trends come and go, infographics are here to stay. Wrapping Your Mind Around Data Viz Show, Don’t Tell A rule of cinema is to show, don’t tell. Think Outside the Box

How to Make Progress Bars Feel Faster to Users by anthony on 05/29/12 at 1:52 pm In today’s age of instant gratification, making users wait too long for your application to load is a user experience issue. If users get the feeling that your application loads too slow, they’ll grow impatient, and spend their time elsewhere. While there are technical things you can do to speed up load times, some feature-rich applications have no choice but to make users wait a while in order for the application to work properly. When you’ve optimized your application all you can and it still feels slow, there’s a way you can speed up your user’s sense of time to make them feel like your application loads faster than it really does. When an application is loading, users will typically see a progress bar on their screen that gives them a visual indication of when the application will finish loading. Use Backwards Moving Ribbings Increase the Number of Pulsations Accelerate the Progress and Avoid Pauses at the End References

Designing for Context: The Multiscreen Ecosystem To create applications and systems that are easy to use, it is crucial to understand the user and the context in which the app will be used. Understanding the context helps design systems that anticipate use cases at a relevant time of use. The more unobtrusive and transparent the experience is at the time of use, the better the design. This means the user does not have to think about the device he is using, changes in the environment, or changes in context, and can rely on great functionality and ease of use independent of his situation. In traditional systems, the context of use did not change much. Whether the use was in the office or at a personal computer at home, the surroundings were similar and there was no need to adapt to different environments. The Multiscreen App Ecosystem Designing for context is especially important when designing for a multiscreen ecosystem, where multiple devices are all a part of one product. Padracer - a complementary multi-screen experience Smartphones

Collaborative Fund Helping Your Clients Build an Effective Mobile Strategy It can be a challenge convincing clients to add new strategies to their existing Web presence. In a perfect world, a client would simply say, "You’re the expert. You know what’s best. Granted, we shouldn’t expect smart business managers to implement every new thing just because we tell them it’s a good idea. With Google executives saying things like "I believe that in 3 years desktop computers will be irrelevant…" and studies by Gartner stating that "Websites not formatted for the smaller screen will become a market barrier…" the Mobile Web is one of your gut instincts you want your clients to follow. In a state of desperate urgency, you may be tempted to place all diplomacy aside, and just tell it to them straight, perhaps even reminding them of those other times they put off your advice. You may very well have clients who respond to that type of pressure, but more likely, you will need to ease your clients into the idea of a full-on Mobile Web strategy. Below is a plan that can help.