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Experience maps, user journeys and more…

Experience maps, user journeys and more…
Experience Map is an important design tool to understand our product/service interactions from users’ point of view. One experience map is basically a visual representation that illustrate users’ flow (within a product or service) their needs, wants, expectations and the overall experience for a particular goal. Besides Experience Maps, different names are used to refer to similar representations, some of them are: Customer Journey, User Journey and some time Blueprint or Service Ecology, although there are some nuances in the latter two, I prefer to include them in the group of the multidimensional maps. If you search the internet you will see that there are many different examples of experience map, with some common elements between them. After reviewing many of them, investigate the existing methodology and design one for the company I work for, I have reached the conclusion that there are some design patterns, more or less clear, here I will share with you some insights about them. Related:  UI & Coding

Beyond Google Glass: Researcher looks to the future ( —A wearable display being developed by UA optical scientist Hong Hua could have capabilities even more advanced than those of the recently unveiled Google Glass, a pair of glasses with smartphone capabilities. University of Arizona associate professor of optical sciences Hong Hua is developing technology that could make a wearable display that is lighter, easier to use and has finer and more varied capabilities than the recently rolled-out Google Glass. Imagine strolling down the street wearing a new pair of glasses – but these are no ordinary shades. A miniscule computer lodged in the frame projects text onto the lenses before your eyes, reflecting the light so that the information appears to be at arm's distance away from you, or a little farther, but only you can read it. Your glasses can do essentially everything a smartphone can do, all in a wearable, lightweight, transparent display. The device has medical applications, too.

Future Customer Experience Differentiation Will Require New Operating Models At some point after their companies find-and-fix the low-hanging fruit that create problems for customers, customer experience leaders hit a wall. That wall is the outdated operational models upon which most companies were built. These models were conceived decades ago, based on the existing capabilities and constraints of the day, when the primary vehicle for value was tied up in the product/service itself. Product lines obstruct customer needs that cross the company. Companies that will succeed in differentiating based on customer experience in the future will have to move beyond simply finding-and-fixing problems within their existing structure, and instead create a new operating model. Use customer outcomes as a guide, rather than products and transactions. I'll be speaking more about how companies transform around customer experience, including re-thinking their business architecture, at Forrester's Customer Experience Forum East , June 25-26 in NYC.

Design Your Employee Experience as Thoughtfully as You Design Your Customer Experience Improving customer experience is often a top business priority, but what about employee experience? Temkin Group reports a correlation between employee engagement and success in customer experience. In its 2016 Employee Engagement Benchmark Study, the firm showed that companies that excel at customer experience have one-and-a-half times as many engaged employees as customer experience laggards do. Gallup has found that a staggering 87% of employees worldwide are not engaged, but companies with highly engaged workforces outperform their peers by 147% in earnings per share. I’d argue that companies already know how to improve employee experience: All they have to do is apply to their HR practices the principles of customer experience design that their marketing and operations teams probably already use. Applying customer experience strategy to employee experience begins with needs-based segmentation, grouping employees into clusters based on their wants and needs.

Optimizing Emotional Engagement In Web Design Through Metrics Advertisement Today, too many websites are still inaccessible. In our new book Inclusive Design Patterns, we explore how to craft flexible front-end design patterns and make future-proof and accessible interfaces without extra effort. Hardcover, 312 pages. Get the book now! Think about what keeps you coming back to your favorite store, your favorite person or even your favorite website. You can create strong storytelling strategies based on user personalities and segmentation. Further Reading on SmashingMag: Link Emotional-Behavioral Response Relationship Link Let’s start with the basics: an emotion is a psychophysiological response in your body to a stimulus. For example: But you don’t have to be face to face in order to read a person’s behavioral clues. Today, too many websites are still inaccessible. By The Numbers: Behavioral Response Link Behavioral psychologists have classified emotions in numerous different theories. 9Plutchik’s emotion wheel. Awareness Link Attraction Link Adoption Link

An EEG That Fits Inside Your Ear Neuroscientists often use electroencephalography (EEG) as an inexpensive way to record electrical signals in the brain. Though it would be useful to run these recordings for long periods of time, that usually isn’t practical: EEG recording traditionally involves attaching many electrodes and cables to a patient’s scalp. Now engineers at Imperial College in London have developed an EEG device that can be worn inside the ear, like a hearing aid. They say the device will allow scientists to record EEGs for several days at a time; this would allow doctors to monitor patients who have regularly recurring problems like seizures or microsleep. “The ideal is to have a very stable recording system, and recordings which are repeatable,” explains co-creator Danilo Mandic. By nestling the EEG inside the ear, the engineers avoid a lot of signal noise usually introduced by body movement. Since the device attaches to just one area, it can record only from the temporal region.

Outside In: The Power Of Putting Customers At The Center Of Your Business Customer experience is, quite simply, how your customers perceive their interactions with your company. In Forrester’s soon-to-publish book, Outside In, Harley Manning and I show that customer experience is a fundamental business driver and — in an age when customers have access to vast amounts of data about your company and its competitors — it’s also the only sustainable source of competitive advantage. In most industries, customer experience is the greatest untapped source of decreased costs. Fidelity Investments recently spent a modest $20,000 to fix a problem that made it difficult for customers to log into their accounts through the company’s automated phone system. Customer experience also drives increased revenue. Despite its economic power, customer experience remains the most misunderstood element of corporate strategy today. That takes discipline — six of them, actually. Strategy.

Create an Empathy Map to Better Understand Your Customers Two minutes ago a customer purchased your product online. Like all your other customers this is a person, not a demographic. Strange as it may seem, a demographic has never pulled out a credit card. So, what do you really know about your customers? Knowing your prospective customer is the starting point to creating products or services that people want to buy. It begins at the emotional level by having empathy with them. An empathy map represents the sensory information of the customer and is usually shown as four quadrants broken into “Thinking”, “Seeing”, “Doing”, and “Feeling”. This is not about creating a buyer persona or persona – that comes later. Although they may appear the same, an empathy map is different from a persona. A buyer persona or avatar, is a portrait of a person, one or more, who are your ideal buyers. Can you see the difference? What is empathy? Empathy is understanding the emotions, feelings and thoughts of another person from their perspective. Creating an empathy map

Interaction | Pause & Effect: The Art of Interactive Narrative This chapter is from the book  The most engaging interactive narrative relies upon flow; that is, uninterrupted participation in the unfolding action. Poor interaction design can interrupt flow and degrade the experience. —Brenda Laurel Interaction can be described as many things. Interactivity is a continuing increase in participation. 1.4.1: Interactivity Isn't a Feature of a Medium This is why, like smoke and fire, communication is implied wherever there is interactivity. Interaction operates on something. Interactivity requires rule sets and constraints in order to function smoothly. In the Middle East drivers generally honk to say "I am here" and in North America drivers generally honk to say "You shouldn't be there." As Nathan Shedroff, design consultant, founder of Vivid Design Studios, and author of the recent publication Experience Design puts it, The fact that you can conduct general decisions within the framework of specific guidelines is a key trait in good interaction design.

Wireless devices go battery-free with new communication technique ( —We might be one step closer to an Internet-of-things reality. University of Washington engineers have created a new wireless communication system that allows devices to interact with each other without relying on batteries or wires for power. The new communication technique, which the researchers call "ambient backscatter," takes advantage of the TV and cellular transmissions that already surround us around the clock. Two devices communicate with each other by reflecting the existing signals to exchange information. The researchers built small, battery-free devices with antennas that can detect, harness and reflect a TV signal, which then is picked up by other similar devices. The technology could enable a network of devices and sensors to communicate with no power source or human attention needed. "Our devices form a network out of thin air," said co-author Joshua Smith, a UW associate professor of computer science and engineering and of electrical engineering.