10 LEARNER EXPERIENCE POWERS FROM EXPERIENCE GIRL!!!

RF JOYCE SEITZINGER #IMOOT16 26-27 MAY 2016

INTRODUCING EXPERIENCE GIRL

Joyce Seitzinger Learning experience designer at Academic Tribe Recent alter-ego Connect @catspyjamasnz

Use #imoot16 and #lxdesign

WHAT IS LEARNER EXPERIENCE DESIGN?

TRANSCENDING MATERIAL

“Experience is not about good industrial design, multi-touch, or fancy interfaces. It is about transcending the material. It is about creating an experience through a device.”

MARC HASSENZAHL

Meaningful

Pleasurable

Convenient

Usable

Reliable Functional

LX PYRAMID The Learner Experience Pyramid describes different levels at which learning resources, services, solutions and systems can be experienced by learners & staff. Based on CX Pyramid by Aberdeen Research after Mark Scibelli and Stephen Anderson.

FOCUS ON EXPERIENCES

FOCUS ON TASKS

Many traditional LMS & learning resource experiences

Transformational learning experiences

Has personal significance

Memorable experience worth sharing

Easy to use, works as expected

Used without difficulty

Is available & accurate

Works with inconvenience

USER EXPERIENCE DESIGN

…to achieve high-quality user experience in a company's offerings there must be a seamless merging of the services of multiple disciplines.

The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother.

Don Norman, & Jakob Nielsen

EXPERIENCE DESIGN

It is crucial to view experience as the consequence of many different systems.

Experience emerges from the intertwined works of perception, action, motivation, emotion and cognition in dialogue with the world (place, time, people and objects).

Experience Design: Technology for all the right reasons Marc Hassenzahl

The world is complex, and so too must be the activities that we perform. But that doesn’t mean that we must live in continual frustration. 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

HUMAN-CENTRED DESIGN

SERVICE DESIGN THINKING

Service design is the intentional and thoughtful design of internal and customer-facing activities 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.

This Is Service Design Thinking

METHODOLOGY

EMPATHY FOR THE USER

EMPATHY FOR THE USER

“Feelings are integral to experiences (maybe even its core), inextricably intertwined with our action.”

MARC HASSENZAHL

EMPATHY FOR THE USER

“Empathy is a noun. A thing. It is an understanding you develop about another person. Empathizing is the use of that understanding – an action.”

INDI YOUNG

DO WE NEED LEARNER EXPERIENCE DESIGN?

A DESIGN SCIENCE FOR EDUCATION

“Educational technologists needs to develop a set of principled working practices....that contribute to a design science for education.”

EILEEN SCANLON

TEACHING AS A DESIGN SCIENCE

Because technology is changing both what and how students learn we can only lead educational innovation by being clear about the principles of designing good teaching and learning and therefore what education needs from technology.

DIANA LAURILLARD

CO-CREATED EXPERIENCES

ELEANOR CATTON: ON PURPOSE

Reading is a creative act: it cannot happen automatically, and it cannot happen passively. Any piece of writing is therefore as intimately shaped by the reader’s imagination, their memories, their intelligence, their disposition and their state of mind, as by the writer’s.

ELEANOR CATTON

DESIGN FOR EXPERIENCE

Participatory design makes everyday people, such as users, an integral part of the design process, especially at the early front end.

Experience design has emerged recently as a new discipline in response to the new information and communication technologies. But I will argue that there is no such thing as experience design. Experiencing is in people and you can’t design it for someone else. You can, however, design for experiencing.

http://www.maketools.com/articles-papers/NewDesignSpace_Sanders_01.pdf

LIZ SANDERS

DISCOVER DEFINE DEVELOP DELIVER

Learner & stakeholder driven design research

Gain insights and define problem

Develop LX solutions through iteration

Improve and optimize final learner experience

General challenge

Specific challenge

Specific solution

LX DOUBLE DIAMOND

1: LISTENING TO USERS

USER INTERVIEWS

•  Create an interview guide •  See if some meetings should be user interviews •  Be welcoming and put your user at ease •  Ask them to think out loud •  Explain why you are doing the interview •  Be an active listener •  Ask open questions •  Ask why? Then ask it again.. •  Give encouragement: “How did you feel about it?

What did you think?” •  Silence is your best friend

LEARNER OBSERVATION

2. EMPATHY MAPPING

EMPATHY MAPPING

EXAMPLE: EMPATHY MAPPING EXERCISE

•  5 mins - Individually: On post-its, capture the observations from user interviews (1 idea/observation per post-it)

•  Review empathy template •  Create an empty map on a large piece of

paper (somewhere you can leave it) •  As a group, group your post-its on the

quadrants in the map

3. TRANSLATE FINDINGS INTO PERSONAS

PERSONAS

PERSONAS

4. FACILITATE GROUP INPUTS

AFFINITY DIAGRAMMING

•  Brainstorm / ensure all voices are heard / gather interview data / more

•  Write down ideas/problems/issues on post-its

•  One idea per post-it

•  5-7 words per post. Write big

GETTING IT ALL OUT

FIND THEMES

5. HELP ARTICULATE A PROBLEM STATEMENT

?

WHAT IS A PROBLEM STATEMENT?

I am [persona name, 3 characteristics]. I am trying to [outcome/job/task], but [problem/barrier] because [root cause]. This makes me feel [emotion].

6. ASK HOW MIGHT WE…?

?

HOW MIGHT WE….?

From Stanford d.school

7. DRAW IT OUT!

MIKE ROHDE

STORYBOARDING

8. MAPPING THE LEARNER JOURNEY

SIMILAR TECHNIQUES

•  Journey mapping (emotional) •  Scenario mapping (narrative) •  Service Design Blueprint (channels)

From https://sustainableservice.wordpress.com

Keeping Graduates Green

From seed

andsp

rout.com

WHEN CAN YOU USE JOURNEY MAPPING?

•  For an existing product, object or service •  To get an overview of all the elements

and stakeholders •  To map all the touch points •  To identify emotions associated with

interactions •  To identify pain points

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 identify touch points •  To identify channels •  To identify priorities for the development

WHEN DO YOU USE JOURNEY MAPPING?

Instead of a prototype •  When a prototype is too expensive to

build •  Have something to shoot at

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 design across the gaps

•  To facilitate design conversation

•  To facilitate development collaboration

MAP THE LEARNER PATH & TOUCH POINTS

MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS

MAP THE INTERACTION PHASES

IDENTIFY EMOTIONS

IDENTIFY OPPORTUNITIES & BARRIERS

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

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Pre Start Week 2-6

Week 7-10

Week 11-12

End & post

LMS Wiki is tricky to participate in!

Content

Early access ☺

Teacher Picture & intro video ☺

No involvement in review !

Peers No icebreaker !

Library Intro but use in wk 7 !

OUR VE EXPRESS LEARNER JOURNEY MAP

THE TEAM

•  Joyce Seitzinger •  Mark Smithers

Lecturers •  Annette Cook •  Nicola Hardy Digital Learning Team •  Spiros Soulis •  Angela Nicolettou •  Eloise Acuna

USER RESEARCH IN INITIAL 3 HOUR MAPPING SESSION

FURTHER RESEARCH TO INFORM DIGITAL COLLABORATIVE MAP

FINAL LEARNER JOURNEY MAP

MAP DETAIL

ADDRESS THE PAIN POINTS: IMPROVED COMMUNICATION

CHANNELS

9. CREATE PROTOTYPES

PROTOTYPES

•  What is the minimum you can rapidly create?

•  Get something in front of people •  Get feedback •  Create a new prototype

PROTOTYPING WIREFRAMES: LOW FIDELITY

PROTOTYPING WIREFRAMES: HIGH FIDELITY

10. DESIGN ACROSS THE GAPS

CONSIDER ALL THE SPACES & ACTIVITIES

LECTURES

PERSONAL LEARNING NETWORK

TUTORIALS

LMS COURSE SITE

SUPPORT SERVICES

MOBILE APP

STAY IN TOUCH

www.academictribe.co / www. lxdesign.co @catspyjamasnz @academictribe #lxdesign Facebook.com/academictribe Search: lxdesign joyce@academictribe.co