wud wro 2013 - hubert anyżewski - experience journey
DESCRIPTION
Technika UX - Experience Journey - mentor: Hubert Anyżewski, UseLab. WUD WRO 2013TRANSCRIPT
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WUD WRO 2013
Experience Journey Hubert Anyżewski
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WUD WRO 2013
• Over 10 years of UX/CX experience (more than 14 markets) • Master’s Degree in Social Psychology (major in HCI) • Co-Owner and UX Director at UseLab – Poland (www.uselab.pl) • Co-Founder and board member of UX Poland (www.uxpoland.com) • Co-Founder and Head od User Experience Design postgraduate studies on
SWPS (Warsaw and Wrocław)
[email protected] @anyzewski
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WUD WRO 2013
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Customer Journey Map vs. Experience Map ?
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WUD WRO 2013
Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012
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WUD WRO 2013
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WUD WRO 2013
Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012
![Page 8: WUD WRO 2013 - Hubert Anyżewski - experience journey](https://reader033.vdocuments.us/reader033/viewer/2022042607/54c73d1b4a79593f708b4573/html5/thumbnails/8.jpg)
WUD WRO 2013
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WUD WRO 2013
Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012
![Page 10: WUD WRO 2013 - Hubert Anyżewski - experience journey](https://reader033.vdocuments.us/reader033/viewer/2022042607/54c73d1b4a79593f708b4573/html5/thumbnails/10.jpg)
WUD WRO 2013
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WUD WRO 2013
Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012
![Page 12: WUD WRO 2013 - Hubert Anyżewski - experience journey](https://reader033.vdocuments.us/reader033/viewer/2022042607/54c73d1b4a79593f708b4573/html5/thumbnails/12.jpg)
WUD WRO 2013
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WUD WRO 2013
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WUD WRO 2013
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WUD WRO 2013
Customer Journey Map: - service design tool - way to analyze customer (specific) experience on a journey (specific) - canvas to visualize customer journey and experience via. touchpoints
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WUD WRO 2013
Customer Experience Map: - service design tool - way to analyze holistic experience of our service - canvas to visualize experience via. touchpoints for many journeys
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Remember to:
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WUD WRO 2013
1. Understand channels • Single channel vs. Multichannel • Cross-channel • Omnichannel
„Channel – a medium of interaction with customers or users”
-Adaptive path
Chris Risdon & Patrick Quattlebaum
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WUD WRO 2013
2. Understand Touchpoints
„Touchpoint – a point of interaction with service/product (in specific time and place)”
-Adaptive path
Chris Risdon & Patrick Quattlebaum