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Mapping the
Experience
Chris Risdon
@chrisrisdon
#xmap
Service
Customer
Experience
User
System
Touchpoint

Blueprint
Map
Journey
Ecosystem
Story
Matrix
Service
Customer
Experience
User
System
Touchpoint

Blueprint
Map
Journey
Ecosystem
Story
Matrix
Why experience maps over
customer journey maps?
Customer Journey Map

A specific archetype journey

Experience Map

A generalized, aggregate experience
There are some subt...
Shorter.

experience map
customer journey map

actually, I user either term, depending on context.
What’s experience
mapping?
When you think
about experience
mapping, think
about Indiana Jones.
Tell the story with depth
and richness around
the human experience.
Your organization should
feel what it’s like to
experience every touchpoint.
Outside in
vs.

Inside Out
Inside-out
Service Blueprint
I describe how a service works.
I show the nature and characteristics of
interactions in enou...
Inside-out
Service Blueprint
I describe how a service works.
I show the nature and characteristics of
interactions in enou...
Rail Europe Experience Map

Outside-in

Guiding Principles

Customer Journey
STAGES

Research & Planning

RAIL EUROPE

Sho...
Rail Europe Experience Map

Outside-in

Guiding Principles

Customer Journey
Research & Planning

STAGES

RAIL EUROPE

Sho...
How do you do experience
mapping successfully?
First:

What is a touchpoint?
Touchpoint ≠ Channel
Channel:
A medium of interaction
with customers or users.
Touchpoint (UX version):
A point of interaction
involving a specific
human need in a specific
time and place.
Touchpoints take place in
channels but are not ultimately
defined by them.
research products

Channel

store check out

(i.e. web)
print return label
environment

Touchpoint

email
mobile
Touchpoint:
Computer
validation
Channels:
Website and
Phone or
Text or
Email
A single touchpoint—a need being met: validat...
Touchpoint:
Purchase Groceries
Channels:
Retail (Station?)
and Mobile Phone
Korea’s Home Plus virtual
grocery stores
“Virt...
Channels define the
opportunity or the constraint
around the touchpoint.

Example:
mobile contraint=screen size
mobile oppo...
Touchpoints = Features
Touchpoints = Features
Touchpoints better reflect the importance of the interaction
to the person
Context pliable, discret...
Touchpoints should be orchestrated*
What is each instrument doing; how and when are they doing it.

*you can never have to...
How do you do experience
mapping successfully?
1. Science before adventure
You need to tell an
engaging story.
But make sure you are
telling a true story.
Experience mapping requires
a certain amount of rigor
to be meaningful.
Before you get Indiana Jones, you need Dr.
Jones, the archeologist, the social scientist.

This guy is not
possible...
Before you get Indiana Jones, you need Dr.
Jones, the archeologist, the social scientist.

This guy is not
possible...

.....
You need to really be in the lives
of your customers.
We’ve been layer data, adding context to tell a
rich story, for years.
2. Experiences and touchpoints
Experiences are complex.
One simple way to get a well-rounded
view of experiences...
Feeling, thinking, doing.
Motivations

Framing Behaviors
It’s not just pieces and actions.
You need to understand motivations.
Experiences happen
across touchpoints.
-

enjoyment

+

person

organization
-

enjoyment

+

person

organization
Visualize the intangible.
Experience mapping
must address:
- Feeling
- Thinking
- Doing
- Time
- Place (Context)
3. Take everyone with you
It’s about the verb, not the noun.
It’s about the verb, not the noun.
It’s about the activity, not the artifact.
Everyone should be involved
at a deep level.
“Work with stakeholders until
they know the story so well
they are constantly telling
and retelling it themselves.”
— Dane...
You need a process that
takes a whole team or
organization along.
4. Compel action
A catalyst, not a conclusion
A good mapping endeavor
produces understanding
that influences strategy
and tactics.
It starts at inception.

The moment you think about doing this activity,
you should anchor it to the initiative or
initiat...
Deliverables with no explicit intent defined

Rot on the vine.
5 Why’s
Peel back the layers: why is
this artifact needed? (or is it?)
A research technique for getting past symptoms to
c...
Root uses for experience mapping:
- Organizational planning
- Surface and prioritize initiatives
- Provides guiding princi...
a story of a

Pleasant Trip by Rail.

Case study
a story of a

pleasant trip by rail.

Rail Europe is a US distributor that offers North
American travelers a single place ...
We wanted to take an outside-in approach,
understanding the customers travel experience
and Rail Europe’s role in that exp...
qualitative research

customers’ journeys
POST-TRAVEL

add more pictures to faceb

ook

TRAVEL

8 weeks in Europe

el
STOR...
We conducted quantitative research, a survey with
2,500 respondents, to understand where and when
people were interacting ...
Service Design

Rail Europe
As Inspiration
Not very important

As a Resource
Not delivering

As a Representative
Not deliv...
Touchpoint Inventory
Rail Europe Touchpoints by Channel
Research
Stage & Planning

Shopping

Booking

Pre-Travel
(Document...
After we synthesized all the research, we collaborated across the
organization—product managers, marketing, call center ma...
Rail Europe Experience Map
Guiding Principles

People choose rail travel because it is
convenient, easy, and flexible.

Rai...
Rail Europe Experience Map
Guiding Principles

People choose rail travel because it is
convenient, easy, and flexible.

Rai...
Five components:
- Lens
- Journey Model
- Qualitative insight
- Quantitative information
- Takeaways
(and #6, cite the sou...
Rail Europe Experience Map
Guiding Principles

People choose rail travel because it is
convenient, easy, and flexible.

Rai...
Rail Europe Experience Map
Guiding Principles

the model

Customer Journey
STAGES

Research & Planning

RAIL EUROPE

Shopp...
Web

Rail Europe Experience Map
Guiding Principles

STAGES

Research & Planning

G

RAIL EUROPE

Research destinations, ro...
Rail Europe Experience Map
Guiding Principles

Customer Journey
STAGES

Research & Planning

RAIL EUROPE

Shopping

Enter ...
Rail Europe Experience Map
Guiding Principles

Customer Journey
STAGES

PLANNING, SHOPPING, BOOKING

Research & Planning

...
Now what?
Remember!

Catalyst, not a conclusion
Root uses for experience mapping:
- Organizational planning
- Surface and prioritize initiatives
- Provides guiding princi...
Better understand your
touchpoints
Describe
Characterize
Measure
Understand channel context
Multi-channel
Same need met by different channels
Single Channel (Exclusive)
Can only happen in ...
Orchestrating touchpoints
Defining their characteristics
Exclusive

Critical

Enhancement

Sequential

(directly supports ...
Password recovery

Repair/Recovery

Product returns
Exclusive

Text message Red Cross
Sequential

Required

Computer validation
Enhancement

Free try-on
Touchpoints should be:
Appropriate context + culture
Relevant meeting needs/functional
Meaningful importance/purpose
Endea...
Peter Morville
http://www.slideshare.net/morville/ubiquitous-ia-crosschannel-strategy

Samantha Starmer

http://www.slides...
Where do you get started?
Experience maps can start simple and
evolve as you research and gain insights.
Even as you are still applying that rigor and collecting data,
you can start with what you know and start sketching out th...
Start ugly, in a collaborative format. Keep parts
moveable, and highlight different aspects (people,
channels, emotions, e...
How do you do experience
mapping successfully?
1. Science before adventure
It shows the research and surfaces the evidence.

2. Experiences and touchpoints
It gives insi...
Thank you!
Mapping the Experience
Chris Risdon
@chrisrisdon
#xmap
Rail Europe Experience Map Guiding
Rail Europe Experience Map Guiding
Rail Europe Experience Map Guiding
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Rail Europe Experience Map Guiding Midwest UX '12: Mapping the Experience

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Rail Europe Experience Map
Guiding Principles

Customer Journey
STAGES

PLANNING, SHOPPING, BOOKING

Research & Planning

ng their

Shopping

Enable people to plan over time.

RAIL EUROPE

Enter trips

Research destinations, routes and products

Destination

Review fares

Select pass(es)

Look up

pages
STAGES: Planning,time tables
Shopping

Live chat for
questions

Map itinerary
(finding pass)

Connect planning, shopping and
booking on the web.

DOING

Post-Booking, Pre-Travel

Travel

Visualize the trip for planning
and booking.
Confirm
itinerary

Delivery
options

Payment
options

Review &
confirm

STAGES: Planning, Shopping, Booking

Check ticket
status

Google
searches

View
maps

Print e-tickets
at home

Paper tickets
arrive in mail

Look up
timetables

Research
hotels

THINKING

FEELING

place for site seeing and activities?

• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.

• I want to get the best price, but I’m willing to pay a

little more for first class.
• How much will my whole trip cost me? What are my
trade-offs?
• Are there other activities I can add to my plan?

so negative.
• Keeping track of all the different products
is confusing.
• Am I sure this is the trip I want to take?

Relevance of Rail Europe
Helpfulness of Rail Europe

EXPERIENCE

Enjoyability

Web

when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?

• Stressed that I’m about to leave the country

• Website experience is easy and friendly!
• Frustrated to not know sooner about which

and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!

tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.

Proa
with

Share
experience
(reviews)

STAGE

Arrange
travel

Plan/
confirm
activities

Request
refunds

• I just figured we could grab a train but there are

Mail tickets
for refund

• Trying to return ticket I was not able to use. Not

not more trains. What can we do now?
• Am I on the right train? If not, what next?
• I want to make more travel plans. How do I
do that?

sure if I’ll get a refund or not.

• People are going to love these photos!
• Next time, we will explore routes and availability
more carefully.

the takeaways

• It’s hard to trust Trip Advisor. Everyone is

Enjoyability

I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?

STAGE

Customer Experience Survey

• Do I have everything I need?
• Rail Europe website was easy and friendly, but

• Do I have all the tickets, passes and reservations

Get stamp
for refund

web/
apps

Stakeholder interviews
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each

Share
photos

Buy additional
tickets

Web

Talk with
friends

at Station

Aggregate shipping with a
May call if
reasonable timeline.
difficulties
STAGE: Booking

Follow-up on refunds for booking changes

STAGES: Shopping, Booking
E-ticket Print

Change
plans

Impr
expe

Share experience

Activities, unexpected changes

occur
Kayak,
compare
airfare

Blogs &
Travel sites

Post Travel

Arm customers with information
for making decisions.

Wait for paper tickets to arrive

STAGES: Planning, Shopping

raileurope.com
Plan with
interactive map

POST
Booking

• I am feeling vulnerable to be in an unknown place in

• Excited to share my vacation story with

• Stressed that the train won’t arrive on time for my

• A bit annoyed to be dealing with ticket refund

the middle of the night.

my friends.

connection.
• Meeting people who want to show us around is fun,
serendipitous, and special.

issues when I just got home.

Enjoyability

Enjoyability

Enjoyability

Enjoyability

Relevance of Rail Europe

Relevance of Rail Europe

Relevance of Rail Europe

Relevance of Rail Europe

Relevance of Rail Europe

Helpfulness of Rail Europe

Helpfulness of Rail Europe

Helpfulness of Rail Europe

Helpfulness of Rail Europe

Helpfulness of Rail Europe

Opportunities
GLOBAL

PLANNING, SHOPPING, BOOKING

POST-BOOK, TRAVEL, POST-TRAVEL

Communicate a clear value
proposition.

Help people get the help they
need.

Support people in creating their
own solutions.

Enable people to plan over time.

Visualize the trip for planning
and booking.

Arm customers with information
for making decisions.

Improve the paper ticket
experience.

Accommodate planning and
booking in Europe too.

STAGE: Initial visit

STAGES: Global

STAGES: Global

STAGES: Planning, Shopping

STAGES: Planning, Shopping

STAGES: Shopping, Booking

STAGES: Post-Booking, Travel, Post-Travel

STAGE: Traveling

Make your customers into better,
more savvy travelers.

Engage in social media with
explicit purposes.

Connect planning, shopping and
booking on the web.

Aggregate shipping with a
reasonable timeline.

Proactively help people deal
with change.

Communicate status clearly at
all times.

STAGES: Global

STAGES: Global

STAGES: Planning, Shopping, Booking

STAGE: Booking

STAGES: Post-Booking, Traveling

STAGES: Post-Booking, Post Travel

Information
sources

Stakeholder interviews

Customer Experience Survey

Ongoing,
non-linear

Linear
process

Non-linear, but
time based

Experience Map for Rail Europe | August 2011

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