user experience journey mapping

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

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ANDY PARKERU X C o a c h

Workshops are for collaboration

UXBristol Workshop training 2015 @theavangelist

Customer Experience Maps

Entrances

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Exits

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

user journeys

Outside the product lens

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Gain empathy

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Gives you direction

What do you need to go buy?

A Persona free!

An Experience to map The space your product fits

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Every experience ever

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Have problem/need

Look for solution

Find solution

No more problem

Use Solution

Butcher’s paper £8 for a lot!

Don’t leave it on the train

Masking Tape 82p a roll

Post-it Notes £4.79 per pack

Sharpies! £16.49 for 2xbox of 12

Camera

A Camera £££££££££ :-(

A Camera Free (in your pocket)

People! Your colleagues are free!

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Empathy Map

Research Purchase Post purchaseThemes

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

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

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

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

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

Who Do I Invite?

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6-8 PeopleP e r G r o u p

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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

Running the Session

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Prepare the room

Introduce The workshop

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review the Persona

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

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

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

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Step OneA c t i o n s

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

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

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

Wrap It Up

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Add to your backlog

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Send out a roundup

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