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Day 1 – Sunday – Workshop – MAPPING EXPERIENCES AND ORCHESTRATING TOUCHPOINTS

Day 2 – Monday

Day 3 – Tuesday – The Internet of Things, Beyond Responsive, Buttonless Touch Interactions

Day 4 – Wednesday

Day 5 – Thursday

Day 6 – Bonus Trip

MAPPING EXPERIENCES AND ORCHESTRATING TOUCHPOINTS

Sunday Jan 27th 9:30am to 5:00pm
John Labriola and Chris Risdon – Adaptive Path

johnlabriola@gmail.com
chris@adaptivepath.com

As services become more interconnected and flow 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. If you’ve ever wanted to make an orchestrated, integrated, cross-product, multi-channel, service designed product ecosystem, then this workshop is for you! We’ll throw out the buzzwords and provide a sensible framework for bringing products and services into people’s everyday lives. We’ll focus on the power and peril of the touchpoint--where customers connect with your product or service, and we’ll show how to map the customer journey to tell a story across touchpoints and channels. We’ll explore how every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing. We’ll discuss how you can use experience maps in other design activities such as studio workshops and creating scenarios. Also we’ll show how they can be used non-design activities like product planning, creating use cases, or feature prioritization; even helping to build customer empathy and understanding

We began the day with an exercise in simple mapping of touchpoints from when we decided to attend the conference, to the arrival to the hotel.

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Empathy mapping
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Choosing one of the touchpoints and making improvements.
In this case, our persona had a negative time at the time of arrival of the hotel, since the doorman did not offer to help with his bag, but instead, stood in front of the door.
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A simple signage indicating a place where the doorman should stand to be able to open the door (duh), would easily improve this touchpoint.
Another idea (not illustrated here), portrays an ipad application which would grade the doorman based on the amount of help provided. And would also give the hotel an idea of what’s going on with their service outside their doors. – literally-

Below, a different way to use the same user maps and touchpoints, but lay them out with different criteria, in this case top was positive, bottom negative experiences.
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PechaKucha

One of the best presentations was from Jason Alderman who also had a presentation at the conference (insert name here). I met him later when he was sketching one of his presentations. He allowed me to take a photo of his sketchbook.

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He basically used Scott Pilgrim’s comics as inspiration to his designs

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