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LX Design: Mapping The Journey

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LX DESIGN: MAPPING THE JOURNEY JOYCE SEITZINGER CAPE TOWN, OCTOBER 2015


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WE HAVE SOME WICKED PROBLEMS


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MY EXPERIENCE


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Aberdeen Research interpretation of Andrew’s CX hierarchy


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WHAT IS EXPERIENCE DESIGN?


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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  


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WHAT IS AN EXPERIENCE? Experience  emerges  from  the  intertwined  works  of   percep6on,  ac6on,  mo6va6on,  emo6on  and  cogni6on  in   dialogue  with  the  world  (place,  6me,  people  and   objects).   It  is  crucial  to  view  experience  as  the  consequence  of   many  different  systems.   Experience  Design:  Technology  for  all  the  right  reasons   Marc  Hassenzahl  


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USER EXPERIENCE DESIGN The  first  requirement  for  an  exemplary  user   experience  is  to  meet  the  exact  needs  of  the   customer,  without  fuss  or  bother.     …to  achieve  high-­‐quality  user  experience  in   a  company's  offerings  there  must  be  a   seamless  merging  of  the  services  of   mul6ple  disciplines.   Don  Norman,  &  Jakob  Nielsen  


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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."    


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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    


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EMPATHY FOR THE USER


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METHODOLOGY


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IS THERE POTENTIAL FOR LEARNER EXPERIENCE DESIGN OR #LXDESIGN?


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DR. JESS KNOTT


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CARD SORTING


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USER OBSERVATION


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CODING CONVERSATIONS


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CODING CONVERSATIONS


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PERSONAS


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PERSONAS


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EXAMPLES


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Keeping Graduates Green From https://sustainableservice.wordpress.com


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From seedandsprout.com


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From UX Lady http://www.ux-lady.com/diy-experience-map/ #more-14


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From UX Lady http://www.ux-lady.com/diy-experience-map/ #more-14


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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  


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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  


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WHEN DO YOU USE JOURNEY MAPPING? Instead  of  a  prototype   •  When  a  prototype  is  too  expensive  to  build   •  Have  something  to  shoot  at  


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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  


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From Designing CX http://designingcx.com/2012/10/23/prototype-portable-journey-mapping-worksheet/


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From http://madebymany.com/blog/we-re-building-the-next-stage-of-picle


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Pre Start Week 2-6 Week 7-10 Week 11-12 Wiki is tricky to participa te in! LMS Conten t Early access ☺ Teacher Picture & intro video ☺ Peers No involvemen t in review ! No icebreaker ! End & post


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LEARNER JOURNEY MAPPING


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OUR LEARNER JOURNEY MAP


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ALLEVIATE PAIN POINTS


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SMALL CHANGES ARE FINE: MIKE WESCH’S SYLLABUS


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EXPERIENCES ARE COCREATED


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CO-CREATED EXPERIENCES


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PRESENCE CURATION COMMUNITIES INFORMATION STREAMS PERSONAL HUB COLLECTIONS


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DESIGN IMPROVED CONNECTIONS


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INSTITUTIONAL EXPERIENCE


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COMMUNITY OF PRACTICE EXPERIENCE


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MOOC EXPERIENCES


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EVENT EXPERIENCES


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DESIGNING FOR A CONSTELLATION OF EXPERIENCES


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Image cc license @BryanMMathers http://bryanmmathers.com/


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AUSTRALIAN NATIONAL UNIVERSITY https://adventuresinbadging.wordpress.com/


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Image cc license @bryanmathers


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WHAT WILL IT TAKE TO ADOPT LEARNER EXPERIENCE DESIGN PRACTICES?


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EXPANDED TOOLKITS


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DIFFERENT WAYS OF COLLABORATING


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DIFFERENT WAYS OF COLLABORATING


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DIFFERENT WAYS OF COLLABORATING


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A COMMITMENT TO THE LEARNER EXPERIENCE


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EXPAND ON LX DESIGN RESEARCH


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THINK OF OURSELVES AS LEARNER EXPERIENCE DESIGNERS


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


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BE A NODE IN MY NETWORK! Joyce Seitzinger @academictribe www.academictribe.co joyce@academictribe.co


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