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Experience Mapping: Insight, Empathy and Business Buy-In

Notes in context here: goo.gl/eqyeeh

How Experience Mapping, and the process you go through to create Experience Maps, can give you customer and business insight; build empathy and gain business buy in. Experience Maps are very much en vogue at the moment, but they are far more than just a pretty artefact: they are an incredibly valuable way of demonstrating an end to end journey from a customer’s perspective.
We will look at how you can go about creating an experience map, the information that can be very valuable to show on it, and how it can be used to create effective, cross-channel and devices customer centric products and experience, and ones that drive real business value.

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Experience Mapping: Insight, Empathy and Business Buy-In

  1. 1. Experience Mapping Empathy, Insight and Business Buy-In Alex Horstmann
  2. 2. what is experience mapping why do we do it how do I do it how can you use it
  3. 3. creators
  4. 4. what is experience mapping
  5. 5. experience maps
  6. 6. Sorry - image not available to share
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  8. 8. Sorry - image not available to share
  9. 9. overused stock photo of long road to represent… journey maps
  10. 10. Sorry - image not available to share
  11. 11. Sorry - image not available to share
  12. 12. Sorry - image not available to share
  13. 13. Overused stock photo of long road to represent… Journey Maps
  14. 14. positive negative
  15. 15. why do we do it
  16. 16. feelings & emotions
  17. 17. drivers of behaviour
  18. 18. empathy
  19. 19. channel handoffs
  20. 20. how do I do it
  21. 21. Sorry - image not available to share
  22. 22. high level
  23. 23. research
  24. 24. co-
  25. 25. Inside Out Mapping
  26. 26. intermission
  27. 27. map anatomy
  28. 28. Sorry - image not available to share
  29. 29. experience principles
  30. 30. stages
  31. 31. goals
  32. 32. driving emotions
  33. 33. core wants
  34. 34. success factors
  35. 35. must haves
  36. 36. key touchpoints
  37. 37. Sorry - image not available to share
  38. 38. Sorry - image not available to share
  39. 39. Sorry - image not available to share
  40. 40. Ridiculous use of a “trendy” cat photo, which has absolutely nothing to do with… Quantifyin g
  41. 41. Sorry - image not available to share
  42. 42. Agile
  43. 43. How can you use it
  44. 44. Something Wonderful
  45. 45. Business Value
  46. 46. Feelings & Emotions Activity Curves Sorry - image not available to share
  47. 47. Feelings & Emotions Activity Curves Sorry - image not available to share
  48. 48. Surprise & Delight
  49. 49. a final thought…
  50. 50. fin

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