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

www.lxdesign.co @lxdesignco #lxdesign Facebook.com/lxdesignco Search: lxdesign  

Joyce Seitzinger

@academictribe

www.academictribe.co

joyce@academictribe.co

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