Using Experience Maps to Consider Individual Stories

Ismirle, Jennifer

doi:10.1145/3233756.3233954

Cited by 2 publications

(4 citation statements)

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“…In Xpressia, we focused on the journey of three personas and used a combination of raw data (stories, verbatims) and aggregated data (personas), with ambiance sounds to refect the atmosphere. Raw data was used to share rich accounts of experience [17] and avoid "averaging" the user [8]. If this setup was successful to catch participants' attention and trigger curiosity, the installation seemed too generic to pinpoint specifc challenges which could resonate with employees beyond known issues such as unpleasant waiting time.…”

Section: Designing a Physical Journey Map: Initial Design Considerationsmentioning

confidence: 99%

“…Another consideration related to feasibility is the fact of adjusting the physical journey map to refect the evolution of the user experience across time. Indeed, a journey map is supposed to be a living document translating the experience over time as the context and service evolves [8,23]. Yet even traditional journey maps are rarely updated due to the user research eforts involved, especially when the design work is outsourced.…”

Section: Feasibility Of the Approachmentioning

confidence: 99%

“…There is a limited amount of published work looking at journey mapping from a methodological perspective, and this body of knowledge is spread between several disciplines. Relevant studies including proposals to enrich customer journey maps as a design tools adopted a main focus on the source of data to be represented in the journey map [2,8,21]. Rosenbaum et al [21] linked marketing research to the mapping process to leverage the power of journey maps as a strategic innovation tool.…”

Section: Introductionmentioning

confidence: 99%

“…Alvarez et al [2] developed a data-driven customer journey map that bridges insights from explicit (e.g., selfreported) and implicit user data (biophysiological reactions). Ismirle [8] suggests to use journey maps to consider individual user stories and overcome the issues of aggregating user research data into an "average user".…”

Section: Introductionmentioning

confidence: 99%

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Physical Journey Maps: Staging Users’ Experiences to Increase Stakeholders’ Empathy towards Users

Lallemand

Lauret

Drouet

2022

CHI Conference on Human Factors in Computing Systems Extended Abstracts

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Customer Journey Mapping is a widespread service design tool that synthesizes and communicates user research insights to stakeholders. In its common form, a journey map is a synthetic (typically non-interactive) visualization of the key steps of the users' experience with a service or product. By decomposing the elements of a journey map and staging them under the form of a physical and interactive installation, we intend to leverage the power of journey mapping to break silos and prompt employees within an organization to discover end-users journeys in a compelling and empathic way. This aims to support the user-centered maturity of the organization by developing employees' curiosity and empathy towards users. We illustrate this approach through a case study on railway passengers' experiences. We explore the value of richer transfers of user research insights through physical journey maps and discuss design processes and mediums enabling journey maps to come to life. This work is licensed under a Creative Commons Attribution-NonCommercial International 4.0 License.

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Section: Designing a Physical Journey Map: Initial Design Considerationsmentioning

confidence: 99%

Section: Feasibility Of the Approachmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Physical Journey Maps: Staging Users’ Experiences to Increase Stakeholders’ Empathy towards Users

Lallemand

Lauret

Drouet

2022

CHI Conference on Human Factors in Computing Systems Extended Abstracts

View full text Add to dashboard Cite

show abstract

An Analysis of UI/UX Designing With Software Prototyping Tools

Gupta

2020

Advances in Systems Analysis, Software Engineering, and High Performance Computing

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In an age where everyone is carrying a smart phone, it is of utmost importance to make efficient use of the upcoming technologies. This indicates the rise in number of applications being created for mobile devices. As a result, mobile user interface designing has become a significant part of application designing. There has been an increasing number of devices today providing powerful graphics capabilities helping users to deal with huge amount of information. However, the prototyping tools currently being used in the industry are lacking features and are not addressing some of the prime issues like user friendliness, functionalities, representation, and enforcement. This chapter presents a tool based on an analysis of different popular prototyping tools in the industry which will overcome some or all of the major issues faced by application designers. The authors describe the prototyping tool's concept, design, features, as well as how it is suitable for making great user interfaces helping application designers to design exactly what they want.

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Using Experience Maps to Consider Individual Stories

Cited by 2 publications

References 4 publications

Physical Journey Maps: Staging Users’ Experiences to Increase Stakeholders’ Empathy towards Users

Physical Journey Maps: Staging Users’ Experiences to Increase Stakeholders’ Empathy towards Users

An Analysis of UI/UX Designing With Software Prototyping Tools

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