Technika UX - Experience Journey - mentor: Hubert Anyżewski, UseLab. WUD WRO 2013

1. Experience Journey
Hubert Anyżewski
WUD WRO
2013

2. hubert.anyzewski@uselab.pl
@anyzewski
• 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)
WUD WRO
2013

3. WUD WRO
2013

4. Customer Journey Map vs.
Experience Map ?

5. Mapping Experiences and Orchestrating Touchpoints
Chris Risdon & Patrick Quattlebaum | UX Week 2012
WUD WRO
2013

6. WUD WRO
2013

7. Mapping Experiences and Orchestrating Touchpoints
Chris Risdon & Patrick Quattlebaum | UX Week 2012
WUD WRO
2013

8. WUD WRO
2013

9. Mapping Experiences and Orchestrating Touchpoints
Chris Risdon & Patrick Quattlebaum | UX Week 2012
WUD WRO
2013

10. WUD WRO
2013

11. Mapping Experiences and Orchestrating Touchpoints
Chris Risdon & Patrick Quattlebaum | UX Week 2012
WUD WRO
2013

12. WUD WRO
2013

13. WUD WRO
2013

14. WUD WRO
2013

15. 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

16. Customer Experience Map:
- service design tool
- way to analyze holistic experience of our service
- canvas to visualize experience via. touchpoints for many journeys
WUD WRO
2013

17. Remember to:

18. 1. Understand channels
• Single channel vs. Multichannel
• Cross-channel
• Omnichannel
Chris Risdon & Patrick Quattlebaum
„Channel
– a medium of interaction with customers or users”
-Adaptive path
WUD WRO
2013

19. 2. Understand Touchpoints
Chris Risdon & Patrick Quattlebaum
„Touchpoint
– a point of interaction with service/product (in specific time and place)”
-Adaptive path
WUD WRO
2013

20. Contact me:
hubert.anyzewski@uselab.pl
@anyzewski
WUD WRO
2013