we are all learner experience designers #vdctlc16
TRANSCRIPT
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ME & MY USER EXPERIENCE (UX) JOURNEY
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THE NATURE OF EXPERIENCE
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TRANSCENDING THE 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
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CHANGING NATURE OF LEARNING EXPERIENCES
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CHANGING NATURE OF LEARNING EXPERIENCES
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Transfor mational
Meaningful
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
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WHAT IS EXPERIENCE DESIGN?
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NEW JOBS: UX DESIGNERS
https://generalassemb.ly/blog/top-5-highest-paying-careers-tech/
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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
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www.uxisnotui.com
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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
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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
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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
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SERVICE DESIGN INFOGRAPHIC
http://www.sutherlandlabs.com/thoughts/top-tips-successful-customer-journey-mapping/
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METHODOLOGY
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EMPATHY FOR THE USER
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EMPATHY FOR THE USER
“Feelings are integral to experiences (maybe even its core), inextricably intertwined with our action.”
MARC HASSENZAHL
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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
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TRY IT: EMPATHY EXERCISE
• Two conversations
• Think about something exciting that is about to happen
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DO WE NEED LEARNER EXPERIENCE DESIGN?
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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
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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
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LX DESIGNERS
Dr. Jess Knott MSU @jlknott
Phil Denman SDSU
Dr. Amy Wilson Massey @acaciatech
Joyce Seitzinger Academic Tribe @catspyjamasnz
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LX DESIGN IS PEDAGOGY AGNOSTIC
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https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/
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ON THE CO-DESIGN OF EXPERIENCES
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HELPFUL EXERCISE #1
NOUNS • Pomegranate • Pencil • Bread • Taxi • Ceiling • Cards • Bottle • Flower
VERBS • Fly • Run • Suggest • Type • Develop • Move • Play • Speak
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HELPFUL EXERCISE #2
NOUNS • Screen • Glasses • Sweater • Paper • Candle • Book • Watch • Kitten
VERBS • Sing • Sit • Ask • Place • Write • Sleep • Jump • Cry
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ON THE CO-CREATION OF EXPERIENCES
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EXPERIENCES ARE CO-CREATED
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A BOOK IS A GOOD EXAMPLE…
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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
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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
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DESIGN ACROSS THE GAPS
LECTURES
PERSONAL LEARNING NETWORK
TUTORIALS
LMS COURSE SITE
SUPPORT SERVICES
MOBILE APP PEER LEARNING
LABS WORK PLACEMENTS
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LX DESIGN CAN HAPPEN AT ANY LEVEL/SCALE
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SMALL CHANGES ARE FINE: MIKE WESCH’S SYLLABUS
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LX PROCESS
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DISCOVER DEFINE DEVELOP DELIVER
USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona
CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements
RESEARCH Technology research Competitor analysis Service design blueprint
Learner & stakeholder driven design research
Gain insights and define challenges
Develop possible learning solutions through iteration
Improve and optimize final learner experience
TESTING Usability testing A/B testing User observations & interviews
General challenge
Specific challenge
Specific solution
PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture
IMPLEMENT Feedback loops A/B testing Learning analytics
IDEA GENERATION Sketching Storyboarding Scenario mapping
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DISCOVERY
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DISCOVER DEFINE DEVELOP DELIVER
USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona
CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements
RESEARCH Technology research Competitor analysis Service design blueprint
Learner & stakeholder driven design research
Gain insights and define challenges
Develop possible learning solutions through iteration
Improve and optimize final learner experience
TESTING Usability testing A/B testing User observations & interviews
General challenge
Specific challenge
Specific solution
PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture
IMPLEMENT Feedback loops A/B testing Learning analytics
IDEA GENERATION Sketching Storyboarding Scenario mapping
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USER RESEARCH IN ACTION
https://www.youtube.com/watch?v=szr0ezLyQHY
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LEARNER OBSERVATION
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CARD SORTING
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CODING CONVERSATIONS
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CODING CONVERSATIONS
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USER INTERVIEWS
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EMPATHY MAPPING
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PERSONAS
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PERSONAS
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PERSONAS
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RMIT CX TEAM - PERSONAS
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WHY PERSONA? TO AVOID ZOMBIE PERSONA
• They thrive in obscurity • They’re not really
“alive” (to the project) and, at the same time, they’re hard to kill
• They don’t seem that dangerous, but they’ll eat the brains of your project team
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DEFINING A CHALLENGE TO ADDRESS
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DISCOVER DEFINE DEVELOP DELIVER
USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona
CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements
RESEARCH Technology research Competitor analysis Service design blueprint
Learner & stakeholder driven design research
Gain insights and define challenges
Develop possible learning solutions through iteration
Improve and optimize final learner experience
TESTING Usability testing A/B testing User observations & interviews
General challenge
Specific challenge
Specific solution
PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture
IMPLEMENT Feedback loops A/B testing Learning analytics
IDEA GENERATION Sketching Storyboarding Scenario mapping
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AFFINITY DIAGRAMMING
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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].
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HOW MIGHT WE….?
From Stanford d.school
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DEVELOP POTENTIAL SOLUTIONS
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DISCOVER DEFINE DEVELOP DELIVER
USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona
CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements
RESEARCH Technology research Competitor analysis Service design blueprint
Learner & stakeholder driven design research
Gain insights and define challenges
Develop possible learning solutions through iteration
Improve and optimize final learner experience
TESTING Usability testing A/B testing User observations & interviews
General challenge
Specific challenge
Specific solution
PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture
IMPLEMENT Feedback loops A/B testing Learning analytics
IDEA GENERATION Sketching Storyboarding Scenario mapping
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SKETCHING & STORYBOARDING
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ON SKETCHING
“Your sketch is your first minimum viable product.”
CATHERINE HILLS
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SCENARIO SKETCHING
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IDEA SLAM
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TRY IT: IDEA SLAM
• Individually: It is difficult for teachers to alert students to relevant news stories as they happen. How would you solve this?
• Take several sheets and fold them over. Use right side for title and description. Left side for your sketch.
• For a few minutes: Get as many of your ideas down as you can. 1 idea per sheet
• 3 mins: Share your ideas with your table
• 2 mins: Iterate on own and other’s idea. Sketch some more.
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JOURNEY MAPPING
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SIMILAR TECHNIQUES
• Journey mapping (emotional) • Scenario mapping (narrative) • Service Design Blueprint (channels)
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From https://sustainableservice.wordpress.com
Keeping Graduates Green
JOURNEY MAPPING
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From seed
andsp
rout.com
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LEARNER JOURNEY MAPPING – GETTING STARTED
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WHEN DO 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
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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 • To act as a prototype
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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 conversation
• To facilitate collaboration
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MAP THE LEARNER PATH & TOUCH POINTS
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MAP THE LEARNER PATH & TOUCH POINTS
JOIN IN. DESIGN AN
INTRODUCTION FORUM ACTIVITY
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MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS
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MAP THE INTERACTION PHASES
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IDENTIFY EMOTIONS
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IDENTIFY OPPORTUNITIES & BARRIERS
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From
http
://mad
ebym
any.com/b
log/we-re-b
uild
ing-th
e-next-stage-of-p
icle
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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 !
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OUR VE EXPRESS LEARNER JOURNEY MAP
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THE TEAM
• Joyce Seitzinger • Mark Smithers
Lecturers • Annette Cook • Nicola Hardy Digital Learning Team • Spiros Soulis • Angela Nicolettou • Eloise Acuna
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USER RESEARCH IN INITIAL 3 HOUR MAPPING SESSION
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FURTHER RESEARCH TO INFORM DIGITAL COLLABORATIVE MAP
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FINAL LEARNER JOURNEY MAP
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MAP DETAIL
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ADDRESS THE PAIN POINTS: IMPROVED COMMUNICATION
CHANNELS
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DELIVER SOLUTIONS
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DISCOVER DEFINE DEVELOP DELIVER
USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona
CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements
RESEARCH Technology research Competitor analysis Service design blueprint
Learner & stakeholder driven design research
Gain insights and define challenges
Develop possible learning solutions through iteration
Improve and optimize final learner experience
TESTING Usability testing A/B testing User observations & interviews
General challenge
Specific challenge
Specific solution
PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture
IMPLEMENT Feedback loops A/B testing Learning analytics
IDEA GENERATION Sketching Storyboarding Scenario mapping
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PROTOTYPING
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ON PROTOTYPING
“If a picture is worth a 1000 words, a prototype is worth a 1000 meetings.”
TOM & DAVID KELLEY
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CREATIVE PRACTICE RESEARCH
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PROTOTYPING
• What is the minimum you can rapidly create?
• Get something in front of people • Get feedback • Create a new prototype
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PROTOTYPING WIREFRAMES: HIGH FIDELITY
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PROTOTYPING ON PAPER
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TRY IT: PROTOTYPING ON PAPER
• Trace the outline of your phone on paper • Sketch an app for … ?
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POP APP
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ROI OF LX
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US AS EXPERIENCE DESIGN ORGANISATIONS
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EXPERIENCE DESIGNER TOOLKIT
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EXPERIENCE DESIGNER IS NOT A DESIGNER
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DIFFERENT WAYS OF COLLABORATING
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GET PROJECT DESIGN TEAMS, BUT MIND CHICKENS AND PIGS
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DIFFERENT WAYS OF COLLABORATING
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DESIGN SPRINTS
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DESIGN SPRINTS
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MAYBE WE NEED LEARNING EXPERIENCE ARCHITECTS
http://www.lxdesign.co/2016/04/you-just-might-be-a-learning-experience-architect/
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OR LEARNING EXPERIENCE LABS
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GET A MINI LX DESIGN TOOLKIT
• Poster of LX Double Diamond • Handouts to get started on User Research:
User interviews, Empathy Maps and Persona
• Lean LX Cycle
http://tinyurl.com/vcd-lxtoolkit
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STAY IN TOUCH
www.academictribe.co @catspyjamasnz @academictribe #lxdesign Facebook.com/academictribe Search: lxdesign [email protected]