Saturday 2nd June, 2012
11:30am to 12:22pm
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service.
Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
In this presentation I’ll talk about orchestrating touchpoints and their channels through experience maps. I’ll review an experience mapping framework that includes key dimensions and how they’re used for designing for a multi-touchpoint experience. The presentation will discuss the activities that feed the map so that it tells a tangible story, the key elements make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints. Experience maps are intended to be catalysts, not conclusions.
(this will include a detailed case study with actionable lessons, and also discussions touches on 'design beyond the screen')
Head of Design, Capital One Labs. Ex-@adaptivepath. Also professor at CCA. Interaction design + service design. bio from Twitter
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