Notes on Jim Kalbach’s Building Consensus by Mapping Experiences

(From a virtual seminar on uie.com’s All You Can Learn library) Here’s a user journey map Jim made for a client: This story being told here is about the individual, the organization and the interactions between them: This is a form of story telling: capturing the positives and negatives of a user’s experience and figuring out how the org can align with this experience so that both parties receive value from the interactions Once shared, this document helps to create a common, org-wide understanding of the customer experience Jess McMullin: “Value-centered design starts a story about an ideal interaction between an individual … Continue reading Notes on Jim Kalbach’s Building Consensus by Mapping Experiences

Mapping the User Experience w Chris Risdon

1 What’s Experience Mapping? A customer journey map shows a specific journey through time An experience map shows a generalized representation of the experience, can have multiple touchpoints, add more context to the journey etc It tells a story w depth and richness around the human experience Shows what every touchpoint feels like to experience Outside in vs inside out approach–broader and experiential A service blueprint are the inside out approach–it shows specifcally how a service works Channels are mediums of interaction w users Touchpoints are points of interaction involving a specific human need in a specific time and place … Continue reading Mapping the User Experience w Chris Risdon