wud wro 2013 - hubert anyżewski - experience journey

WUD WRO 2013

Experience Journey Hubert Anyżewski

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)

hubert.anyzewski@uselab.pl @anyzewski

WUD WRO 2013

Customer Journey Map vs. Experience Map ?

WUD WRO 2013

Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012

WUD WRO 2013

WUD WRO 2013

Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012

WUD WRO 2013

WUD WRO 2013

Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012

WUD WRO 2013

WUD WRO 2013

Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012

WUD WRO 2013

WUD WRO 2013

WUD WRO 2013

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

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

Remember to:

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

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

WUD WRO 2013

hubert.anyzewski@uselab.pl @anyzewski

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