Documenting the customer experience through experience maps

When designing a new solution, the number of stakeholders involved and the assumptions made makes it easy to lose sight of what the customers experience will be (or should be). The main theme of agile delivery is delivering the highest value to the customer. In my experience agile teams tend to focus more on the solution than the customer experience.

Luckily there are many tools that can be used to document customer journey and needs which can be used to support (or debunk assumptions for) design decisions and shape a product that fits the end users needs.

We've been exposed to personas through agile and design thinking before, but how do we take them to the next level? Experience maps help us see the journey a customer will go through, back of house processes to support this journey, and touch points between the two. These visual aids can be understood by all stakeholders, mapped to technical documentation, user stories or expanded upon for service blueprints. In this workshop participants will learn how to develop experience maps, and how they can be used to develop user stories and other artefacts.

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Outline/structure of the Session

  • Introduction (5 min)
  • What is an experience map? (15 min)
  • Develop your own experience map (45 min)
  • Using your experience map moving forward (15 min)
  • Q&A (5 min)
  • Closing (5 min)

Learning Outcome

  1. A toolkit to understand customers interaction with the system
  2. Identify design impacts based on the customer experience map
  3. Toolkit to design to be and as is experience map

Target Audience

Team members, Business Analysts, anyone that has an interest in learning about how to apply customer experience techniques

schedule Submitted 1 year ago

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