Thursday 4th June, 2015
2:00pm to 6:00pm
Identifying the touchpoints between customer and businesses is the first step in creating products and services that provide true value. The use of systematic, visual representations expose previously unseen opportunities for improvement and for growth. Called ‘alignment diagrams’, this new class of deliverable gives businesses focus and clarity in creating solutions that have impact.
Alignment diagrams have two parts: one capturing customer behavior and the other reflecting business processes. The overlap of these two parts reveals the interaction between them. By visually aligning the user’s experiences with the business offering, providers are better able to highlight the points where value is created.
This workshop will show you had to turn customer observations into actionable insight for the design of products and services through the use of alignment diagrams. First, you will learn the principles of the alignment technique. Then, we’ll take an up-close look at two specific types of alignment diagrams: customer journey maps and mental model diagrams. You’ll learn how to conduct the research necessary to generate them, how to map all of the elements in each, and how to use them in practice. At the end of the day you should have the skills to create alignment diagrams and to evangalise them.
Introduction to experience maps
Initiating a project
Illustrating the map
Strategically aligning teams with experience maps
Designer, Innovator, author of Designing Web Navigation, Instructor, Musician bio from Twitter
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