Our submission presentation for the E20 Best of 2015 Showcase. Team: Joyce Seitzinger and Mark Smithers (Academic Tribe) Annette Cook, Nicola Hardy, Spiros Soulis, Angela Nicolettou, Eloise Acuna (RMIT University)

1. E20 BEST OF 2015 SUBMISSION
LX DESIGN:
LEARNER JOURNEY MAPPING

2. THE TEAM
• Joyce
Seitzinger
• Mark
Smithers
Lecturers
• Anne7e
Cook
• Nicola
Hardy
Digital
Learning
Team
• Spiros
Soulis
• Angela
Nicole7ou
• Eloise
Acuna

3. WHAT IS LEARNER
EXPERIENCE DESIGN?

4. Learner
experience
design
is
an
emerging
approach
based
on…

5. The
world
is
complex,
and
so
too
must
be
the
acEviEes
that
we
perform.
But
that
doesn’t
mean
that
we
must
live
in
conEnual
frustraEon.
No.
The
whole
point
of
human-­‐
centered
design
is
to
tame
complexity,
to
turn
what
would
appear
to
be
a
complicated
tool
into
one
that
fits
the
task,
that
is
understandable,
usable,
enjoyable.
Don
Norman,
The
Design
of
Everyday
Things

6. WHAT IS AN EXPERIENCE?
It
is
crucial
to
view
experience
as
the
consequence
of
many
different
systems.
Experience
emerges
from
the
intertwined
works
of
percepEon,
acEon,
moEvaEon,
emoEon
and
cogniEon
in
dialogue
with
the
world
(place,
Eme,
people
and
objects).
Experience
Design:
Technology
for
all
the
right
reasons
Marc
Hassenzahl

7. USER EXPERIENCE DESIGN
…to
achieve
high-­‐quality
user
experience
in
a
company's
offerings
there
must
be
a
seamless
merging
of
the
services
of
mulEple
disciplines.
The
first
requirement
for
an
exemplary
user
experience
is
to
meet
the
exact
needs
of
the
customer,
without
fuss
or
bother.
Don
Norman,
&
Jakob
Nielsen

8. INTERACTION DESIGN
In
design,
human–computer
interacEon,
and
soXware
development,
interacEon
design,
oXen
abbreviated
IxD,
is
defined
as
"the
pracEce
of
designing
interacEve
digital
products,
environments,
systems,
and
services."

9. SERVICE DESIGN
Service
design
is
the
intenEonal
and
thoughZul
design
of
internal
and
customer-­‐facing
acEviEes
needed
to
deliver
a
service.
Where
experience
design
concerns
itself
only
with
the
customer-­‐facing
aspects,
service
design
looks
also
at
the
experience
of
staff

10. EMPATHY FOR THE USER

11. PROVEN METHODOLOGIES

12. LEARNER JOURNEY MAPPING –
GETTING STARTED

13. MAP THE LEARNER PATH & TOUCH
POINTS

14. MAP THE PATHS & TOUCH POINTS OF
OTHER STAKEHOLDERS & CHANNELS

15. MAP THE INTERACTION PHASES

16. IDENTIFY EMOTIONS

17. IDENTIFY OPPORTUNITIES & BARRIERS

18. OUR VE EXPRESS LEARNER
JOURNEY MAP

19. USER RESEARCH IN INITIAL
3 HOUR MAPPING SESSION

20. FURTHER RESEARCH TO INFORM
DIGITAL COLLABORATIVE MAP

21. FINAL LEARNER JOURNEY MAP

22. MAP DETAIL

24. ADDRESS THE PAIN POINTS:
IMPROVED COMMUNICATION
CHANNELS

25. LX DESIGN: DESIGN FOR EMPATHIC
LEARNER EXPERIENCES