experience mapping
TRANSCRIPT
Experience MappingA Collaborative Product Design Activity
Why
Identify challenges & opportunities in a known experience
What
Service Design
Service Blueprinting
As-Is, To-Be Modeling
A graph of activities over time
Then overlaid with other interesting information
Like customer sentiment or steps in a funnel
When
Before starting a large experience design project
After customer interviews & collaborative personas
When the experience is known
When you have at least 2 hours in a room together
Who
Domain experts and product stakeholders
Product Managers, Designers & Developers
About 6 people
How
Identify roles
Agree on start & end and take the happy path
Add cards focusing on use cases & integrations, not screens & implementation
Triggers
Customer A
Customer B
Concierge
Admin
Software
Then
Ideate potential solutions
Create a “to-be” experience map
Turn it into a story map
Create a domain model
Externalize
Continuously define, validate, design, build, ship & test
Example
Q&A
