user experience journey mapping

50
Experience Journey Mapping UIBreakfast Webinar @theavangelist We Are AFK

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Page 1: User Experience Journey Mapping

Experience Journey MappingU I B r e a k f a s t W e b i n a r

@theavangelistWe Are AFK

Page 2: User Experience Journey Mapping

ANDY PARKERU X C o a c h

Page 3: User Experience Journey Mapping

Workshops are for collaboration

Page 4: User Experience Journey Mapping

UXBristol Workshop training 2015 @theavangelist

Page 5: User Experience Journey Mapping

Customer Experience Maps

Page 6: User Experience Journey Mapping

Entrances

Shared linkNews indexHome pageRelated articleTrade press article (print)Organic search

Actions

Read articleShare articleSubscribe to updatesContact Press Officer for more info

Exits

Read related article(s)News indexHome pageOther pages} {

As a user I want to read about what is happening in the business

user journeys

Page 7: User Experience Journey Mapping

Outside the product lens

Page 8: User Experience Journey Mapping

@theavangelistWe Are AFK

Page 9: User Experience Journey Mapping

@theavangelistWe Are AFK

Gain empathy

Page 10: User Experience Journey Mapping

@theavangelistWe Are AFK

Gives you direction

Page 11: User Experience Journey Mapping

What do you need to go buy?

Page 12: User Experience Journey Mapping

A Persona free!

Page 13: User Experience Journey Mapping

An Experience to map The space your product fits

@theavangelist

Page 14: User Experience Journey Mapping

Every experience ever

@theavangelistWe Are AFK

Have problem/need

Look for solution

Find solution

No more problem

Use Solution

Page 15: User Experience Journey Mapping

Butcher’s paper £8 for a lot!

Page 16: User Experience Journey Mapping

Don’t leave it on the train

Page 17: User Experience Journey Mapping

Masking Tape 82p a roll

Page 18: User Experience Journey Mapping

Post-it Notes £4.79 per pack

Page 19: User Experience Journey Mapping

Sharpies! £16.49 for 2xbox of 12

Page 20: User Experience Journey Mapping

Camera

A Camera £££££££££ :-(

Page 21: User Experience Journey Mapping

A Camera Free (in your pocket)

Page 22: User Experience Journey Mapping

People! Your colleagues are free!

Page 23: User Experience Journey Mapping

@theavangelistWe Are AFK

Page 24: User Experience Journey Mapping

Empathy Map

Page 25: User Experience Journey Mapping

Research Purchase Post purchaseThemes

Page 26: User Experience Journey Mapping

Research Purchase Post purchase

This is a new

thing you love

this

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

Themes

Actions

Page 27: User Experience Journey Mapping

Research Purchase Post purchase

This is a new

thing you love

this

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

you love

this

nobody knows

the trouble

I've seen

This is a new

thing

Themes

Actions

Thinking Feeling

Page 28: User Experience Journey Mapping

Research Purchase Post purchase

This is a new

thing you love

this

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

you love

this

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

you love

this

nobody knows

the trouble

I've seen

This is a new

thing

you love

this

Themes

Actions

Thinking Feeling

Pains

Page 29: User Experience Journey Mapping

Research Purchase Post purchase

This is a new

thing you love

this

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

you love

this

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

you love

this

nobody knows

the trouble

I've seen

This is a new

thing

you love

this

Themes

Actions

Thinking Feeling

Pains

GainsThis is a new

thing

you love

this

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

This is a new

thing

Page 30: User Experience Journey Mapping

Research Purchase Post purchase

This is a new

thing you love

this

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

you love

this

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

you love

this

nobody knows

the trouble

I've seen

This is a new

thing

you love

this

This is a

solution

This is a

solution

This is a

solution

This is a

solution

This is a

solution

nobody knows

the trouble

I've seen

This is a

solution

This is a

solution

Themes

Actions

Thinking Feeling

Pains

Gains

Opportunities

This is a new

thing

you love

this

This is a new

thing

nobody knows

the trouble

I've seen

This is a new

thing

This is a new

thing

This is a new

thing

This is a new

thing

Page 31: User Experience Journey Mapping

Who Do I Invite?

@theavangelistWe Are AFK

Page 32: User Experience Journey Mapping

@theavangelistWe Are AFK

Page 33: User Experience Journey Mapping

@theavangelistWe Are AFK

6-8 PeopleP e r G r o u p

Page 34: User Experience Journey Mapping

@theavangelistWe Are AFK

People in-touchD e c i s i o n m a k e r s V s C u s t o m e r F a c i n g

Page 35: User Experience Journey Mapping

Running the Session

@theavangelistWe Are AFK

Page 36: User Experience Journey Mapping

Prepare the room

Page 37: User Experience Journey Mapping

Introduce The workshop

@theavangelistWe Are AFK

Page 38: User Experience Journey Mapping

review the Persona

@theavangelistWe Are AFK

Page 39: User Experience Journey Mapping

@theavangelistWe Are AFK

Tour The MapY o u a r e t h e n a v i g a t o r

Page 40: User Experience Journey Mapping

@theavangelistWe Are AFK

Should I Participate?A r e y o u i n o r o u t ?

Page 41: User Experience Journey Mapping

@theavangelistWe Are AFK

FacilitatingL i s t e n t h e n a s k

Page 42: User Experience Journey Mapping

@theavangelistWe Are AFK

Step OneA c t i o n s

Page 43: User Experience Journey Mapping

@theavangelistWe Are AFK

Step TwoE v e r y t h i n g e l s e

Page 44: User Experience Journey Mapping

@theavangelistWe Are AFK

Step threeO p p o r t u n i t y K n o c k s

Page 45: User Experience Journey Mapping

@theavangelistWe Are AFK

Step fourW i n d i n g d o w n

Page 46: User Experience Journey Mapping

Wrap It Up

@theavangelistWe Are AFK

Page 47: User Experience Journey Mapping

Add to your backlog

@theavangelistWe Are AFK

Page 48: User Experience Journey Mapping

Send out a roundup

@theavangelistWe Are AFK

Page 49: User Experience Journey Mapping

Today We:W r a p p i n g u p t h i s w e b i n a r

l o o k e d a t w h a t a n E x p e r i e n c e J o u r n e y M a p i s W h a t i t ’ s f o r a n d h o w t o c r e a t e i t

W h o t o i n v i t e t o y o u r w o r k s h o p s H o w t o f a c i l i t a t e a w o r k s h o p W h a t t o d o a f t e r i t ’ s f i n i s h e d

@theavangelistWe Are AFK

Page 50: User Experience Journey Mapping

We Are AFKU X C o a c h i n g & D i g i t a l S t r a t e g y

w e a r e a f k . c o . u k a n d y @ w e a r e a f k . c o . u k

We Are AFK LTD Company Number 10007731. VAT No.241 6665 07