#anzmlearn learner experience design: employing empathy to deliver experience

LX DESIGN: EMPLOYING EMPATHY TO

DELIVER EXPERIENCE

JOYCE SEITZINGER ANZMLEARN SYMPOSIUM NOV 2015

…THIS MORNING

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.”

Aberdeen Research after Mark Scibelli and Stephen Anderson

MY EXPERIENCE

WHAT IS EXPERIENCE DESIGN?

WHAT IS AN EXPERIENCE?

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

Experience  emerges  from  the  intertwined  works  of  percep=on,  ac=on,  mo=va=on,  emo=on  and  cogni=on  in  dialogue  with  the  world  (place,  =me,  people  and  objects).  

Experience  Design:  Technology  for  all  the  right  reasons  Marc  Hassenzahl  

The  world  is  complex,  and  so  too  must  be  the  ac=vi=es  that  we  perform.  But  that  doesn’t  mean  that  we  must  live  in  con2nual  frustra2on.  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

USER EXPERIENCE DESIGN

…to  achieve  high-­‐quality  user  experience  in  a  company's  offerings  there  must  be  a  seamless  merging  of  the  services  of  mul=ple  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  

INTERACTION DESIGN

In  design,  human–computer  interac=on,  and  soRware  development,  interac=on  design,  oRen  abbreviated  IxD,  is  defined  as  "the  prac=ce  of  designing  interac=ve  digital  products,  environments,  systems,  and  services."    

SERVICE DESIGN

Service  design  is  the  inten=onal  and  thoughUul  design  of  internal  and  customer-­‐facing  ac=vi=es  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    

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

EXPLORING LEARNER EXPERIENCE DESIGN #LXDESIGN

DR. JESS KNOTT - MSU

CARD SORTING

USER OBSERVATION

CODING CONVERSATIONS

CODING CONVERSATIONS

PERSONAS

PERSONAS

JOURNEY MAPPING

From https://sustainableservice.wordpress.com

Keeping Graduates Green

From seed

andsp

rout.com

LEARNER JOURNEY MAPPING – GETTING STARTED

MAP THE LEARNER PATH & TOUCH POINTS

MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS

MAP THE INTERACTION PHASES

IDENTIFY EMOTIONS

IDENTIFY OPPORTUNITIES & BARRIERS

WHEN DO YOU USE JOURNEY MAPPING?

•  For  an  exis=ng  product,  object  or  service  •  To  get  an  overview  of  all  the  elements  and  

stakeholders  •  To  map  all  the  touch  points  •  To  iden=fy  emo=ons  associated  with  

interac=ons  •  To  iden=fy  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  iden=fy  touch  points  •  To  iden=fy  channels  •  To  iden=fy  priori=es  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  conversa=on  

•  To  facilitate  collabora=on  

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

From

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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  •  AnneZe  Cook  •  Nicola  Hardy  Digital  Learning  Team  •  Spiros  Soulis  •  Angela  NicoleZou  •  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

SMALL CHANGES ARE FINE: MIKE WESCH’S SYLLABUS

EXPERIENCES ARE CO-CREATED

CO-CREATED EXPERIENCES

COMMUNITIES INFORMATION STREAMS

PERSONAL HUB COLLECTIONS

PRESENCE CURATION

EXPERIENCES ARE CO-CREATED

DESIGN ACROSS THE GAPS

LECTURES

PERSONAL LEARNING NETWORK

TUTORIALS

LMS COURSE SITE

SUPPORT SERVICES

MOBILE APP

DESIGNING FOR A CONSTELLATION OF EXPERIENCES

Image cc license @BryanMMathers http://bryanmmathers.com/

https://adventuresinbadging.wordpress.com/

AUSTRALIAN NATIONAL UNIVERSITY

Image cc license @bryanmathers

EXPERIENCE DESIGN IS PEDAGOGY AGNOSTIC

https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/

HOW CAN WE IMPLEMENT MORE EXPERIENCE DESIGN IN LEARNING?

EXPAND OUR TOOLKITS

DIFFERENT WAYS OF COLLABORATING

DIFFERENT WAYS OF COLLABORATING

DIFFERENT WAYS OF COLLABORATING

A COMMITMENT TO THE LEARNER EXPERIENCE

EXPAND ON LX DESIGN RESEARCH

THINK OF OURSELVES AS LEARNER EXPERIENCE DESIGNERS

www.lxdesign.co @lxdesignco #lxdesign Facebook.com/lxdesignco Search: lxdesign  

Joyce Seitzinger

@academictribe

www.academictribe.co

joyce@academictribe.co

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