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.

1. RAPID TECHNIQUES FOR
MAPPING EXPERIENCES
It’s destination and the journey

2. EMILIA ÅSTRÖM
Design Success Manager
@mural
#mappingexperiences

3. @JIMKALBACH
Head of Customer Success
#mappingexperiences

4. • Background to Mapping Experiences
• Process for a Rapid Mapping
• Q&A
AGENDA

5. #mappingexperiences

6. #mappingexperiences

7. Created by Effective UI

8. Erik Berkman (author of Designing Mobile Interfaces)

9. Jeff Patton, User Story Mapping

10. “Diagrams are compelling
documents that invite
engagement by others.”
#mappingexperiences

11. MAPPING EFFORT
How long does it take?
#mappingexperiences

12. 1. INITIATE
Ensure the diagram is relevant to the organization
#mappingexperiences

13. a. FRAME THE EFFORT
www.experiencinginformation.com

15. b. CREATE A TOUCHPOINT INVENTORY
MURAL.co

16. 1. INITIATE
ACTIVITY TIME
a. Frame the effort 1 hour
b. Create an inventory 3 hours
TOTAL 4 hours
#mappingexperiences

17. 2. INVESTIGATE
Ground the map in reality
#mappingexperiences

18. 1. Gather existing reports and studies
2. Conduct internal interviews
3. Conduct external interviews
2. INVESTIGATE
#mappingexperiences

19. STAKEHOLDER INTERVIEWS

20. CUSTOMER INTERVIEWS
#mappingexperiences

21. 2. INVESTIGATE
ACTIVITY TIME
a. Review resources 4 hours
b. Internal interviews 4 hours
c. External interviews 8 hours
TOTAL 2 days
#mappingexperiences

22. 3. ILLUSTRATE
#mappingexperiences

23. a. CREATE PROTO-PERSONAS
#mappingexperiences

24. b. DRAFT DIAGRAM

25. MURAL TEMPLATE

26. 3. ILLUSTRATE
ACTIVITY TIME
a. Create proto-personas 2 hours
b. Draft diagram 4-6 hours
TOTAL 8 hours
#mappingexperiences

27. 4. ALIGN & ENVISION
Work together to innovate
#mappingexperiences

28. 4. ALIGN & ENVISION
ACTIVITY TIME
Hold a workshop 12-16 hours
TOTAL ~2 days
#mappingexperiences

29. WORKSHOP
#mappingexperiences

30. EMPATHIZE

31. ENVISION

32. EVALUATE

33. “[Mapping] will add context
to your project and highlight
opportunities you may have
otherwise missed.”
DESIGN SPRINTS

34. DESIGN SPRINTS

35. IDEAS ARE OVERRATED
#mappingexperiences

38. EXAMPLE: SNAP SUPPORT

39. TIE IT ALL TOGETHER

40. RAPID MAPPING - DURATIONS
0
8
HOURS
#mappingexperiences

41. RAPID MAPPING
It’s the destination and the journey.

42. Questions?
THANK YOU
#mappingexperiences