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Rapid Techniques for Mapping Experiences

apping your customer's experience helps you to see things through their eyes and to spot opportunities for growth.

But creating a map doesn’t have to take long. Within just days, you can have a diagram to use in design sprints and other team activities.

In this webinar, Jim Kalbach, Head of Customer Success at MURAL and author of book Mapping Experiences, will show you how you can be confident that your solutions will address real-world problems, but in a half of the time.

Rapid Techniques for Mapping Experiences

  1. 1. RAPID TECHNIQUES FOR MAPPING EXPERIENCES It’s destination and the journey
  2. 2. EMILIA ÅSTRÖM Design Success Manager @mural #mappingexperiences
  3. 3. @JIMKALBACH Head of Customer Success #mappingexperiences
  4. 4. • Background to Mapping Experiences • Process for a Rapid Mapping • Q&A AGENDA
  5. 5. #mappingexperiences
  6. 6. #mappingexperiences
  7. 7. Created by Effective UI
  8. 8. Erik Berkman (author of Designing Mobile Interfaces)
  9. 9. Jeff Patton, User Story Mapping
  10. 10. “Diagrams are compelling documents that invite engagement by others.” #mappingexperiences
  11. 11. MAPPING EFFORT How long does it take? #mappingexperiences
  12. 12. 1. INITIATE Ensure the diagram is relevant to the organization #mappingexperiences
  13. 13. a. FRAME THE EFFORT www.experiencinginformation.com
  14. 14. b. CREATE A TOUCHPOINT INVENTORY MURAL.co
  15. 15. 1. INITIATE ACTIVITY TIME a. Frame the effort 1 hour b. Create an inventory 3 hours TOTAL 4 hours #mappingexperiences
  16. 16. 2. INVESTIGATE Ground the map in reality #mappingexperiences
  17. 17. 1. Gather existing reports and studies 2. Conduct internal interviews 3. Conduct external interviews 2. INVESTIGATE #mappingexperiences
  18. 18. STAKEHOLDER INTERVIEWS
  19. 19. CUSTOMER INTERVIEWS #mappingexperiences
  20. 20. 2. INVESTIGATE ACTIVITY TIME a. Review resources 4 hours b. Internal interviews 4 hours c. External interviews 8 hours TOTAL 2 days #mappingexperiences
  21. 21. 3. ILLUSTRATE #mappingexperiences
  22. 22. a. CREATE PROTO-PERSONAS #mappingexperiences
  23. 23. b. DRAFT DIAGRAM
  24. 24. MURAL TEMPLATE
  25. 25. 3. ILLUSTRATE ACTIVITY TIME a. Create proto-personas 2 hours b. Draft diagram 4-6 hours TOTAL 8 hours #mappingexperiences
  26. 26. 4. ALIGN & ENVISION Work together to innovate #mappingexperiences
  27. 27. 4. ALIGN & ENVISION ACTIVITY TIME Hold a workshop 12-16 hours TOTAL ~2 days #mappingexperiences
  28. 28. WORKSHOP #mappingexperiences
  29. 29. EMPATHIZE
  30. 30. ENVISION
  31. 31. EVALUATE
  32. 32. “[Mapping] will add context to your project and highlight opportunities you may have otherwise missed.” DESIGN SPRINTS
  33. 33. DESIGN SPRINTS
  34. 34. IDEAS ARE OVERRATED #mappingexperiences
  35. 35. EXAMPLE: SNAP SUPPORT
  36. 36. TIE IT ALL TOGETHER
  37. 37. RAPID MAPPING - DURATIONS 0 8 HOURS #mappingexperiences
  38. 38. RAPID MAPPING It’s the destination and the journey.
  39. 39. Questions? THANK YOU #mappingexperiences

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