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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.

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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. 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.

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? 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. The U.S. Digital Services Playbook Understand what people need We must begin digital projects by exploring and pinpointing the needs of the people who will use the service, and the ways the service will fit into their lives. Whether the users are members of the public or government employees, policy makers must include real people in their design process from the beginning. The needs of people — not constraints of government structures or silos — should inform technical and design decisions. We need to continually test the products we build with real people to keep us honest about what is important. Checklist

Customer experience is re-orientating entire businesses The chant ‘the customer is king’ is one of the hoariest old chestnuts of business and marketing. But with so many different channels, technologies and platforms available to buyers today, companies are under growing pressure to ensure this is not just paid lip service, but actually built into the foundations of their operations. It’s a message that business leaders are heeding in growing numbers, with many executives now finding customer satisfaction targets woven into their performance KPIs and bonus structures. For instance, Telstra CEO Andy Penn recently revealed 40 percent of all ‘variable remuneration’ at the telco is linked to ‘customer advocacy’, while Medibank boss Craig Drummond has flagged moves to factor the company’s net promoter score (NPS) in the creation of short-term incentives for senior executives. NPS measures how likely a customer would be to recommend your company to someone else. Then there’s fellow iconic Aussie brand, Australia Post.

User Interface Design Basics User Interface (UI) Design focuses on anticipating what users might need to do and ensuring that the interface has elements that are easy to access, understand, and use to facilitate those actions. UI brings together concepts from interaction design, visual design, and information architecture. Choosing Interface Elements 2016 Mobile Statistics in Australia: 8 Mobile Marketing Insights As we head into the next financial year, it’s time to examine how digital has increasingly become a mobile-first experience. By examining the latest mobile statistics in Australia (courtesy of IAB Australia) as well as global mobile marketing trends (from Google’s Consumer Barometer and Think with Google), we uncovered 8 essential mobile marketing insights that will help companies and organisations adopt a mobile-first approach, which puts handheld devices at the forefront of both strategy and implementation. Mobile consumption and usage have never been higher. The latest available mobile statistics in Australia from IAB Australia (Mobile Ratings September 2015) on smartphone and tablet ownership, Internet surfing trends, as well as total time spent on devices, show that both in Australia and globally, consumption and usage of mobile devices continues to increase rapidly. Smartphone ownership in Australia increased from 11.1 million in 2013 to 15.3 million in mid-2015. By Yuan Wang

15+ Ways of Teaching Every Student to Code (Even Without a Computer) According to, 90 percent of parents in the U.S. want their children to learn computer science—it will be crucial for many jobs in the near future—but only 40 percent of schools teach it. Critics claim that it is mainly the more affluent schools that offer computer science courses, thus denying those who attend poorer schools the chance to learn necessary skills. A focus on STEM is not enough: also reports that while 70 percent of new STEM jobs are in computing, only 7 percent of STEM graduates are in computer science. It is imperative that savvy schools begin to focus some STEM resources on computer science and programming. In my opinion, parents of every student in every school at every level should demand that all students be taught how to code. They need this skill not because they’ll all go into it as a career—that isn’t realistic—but because it impacts every career in the 21st-century world.