lx journey mapping workshop
TRANSCRIPT
INTRODUCTIONS
• Joyce Seitzinger – Academic Tribe • If you’re tweeting, use #odlaa #lxdesign
• Naming circle • Who you are, what you do, your
superpower
TODAY
1.00 - 1.30 Intros and intro to LX 1.30 – 3.00 Design sprint 1 – User & topic research (Empathy maps, persona, desktop research) 3.00 – 5.00 Design sprint 2 – Develop & iterate solutions (Visual slam, vision devt, journey mapping)
TRANSCENDING MATERIAL
“Experience is not about good industrial design, multi-touch, or fancy interfaces. It is about transcending the material. It is about creating an experience through a device.”
MARC HASSENZAHL
Digital platforms + Digital products + Digital services
+ F2F events & interactions + Digital support
EXPERIENCE DESIGN
It is crucial to view experience as the consequence of many different systems.
Experience emerges from the intertwined works of perception, action, motivation, emotion and cognition in dialogue with the world (place, time, people and objects).
Experience Design: Technology for all the right reasons Marc Hassenzahl
Meaningful
Pleasurable
Convenient
Usable
Reliable Functional
LX PYRAMID The Learner Experience Pyramid describes different levels at which learning resources, services, solutions and systems can be experienced by learners & staff. Based on CX Pyramid by Aberdeen Research after Mark Scibelli and Stephen Anderson.
FOCUS ON EXPERIENCES
FOCUS ON TASKS
Many traditional LMS & learning resource experiences
Transformational learning experiences
Has personal significance
Memorable experience worth sharing
Easy to use, works as expected
Used without difficulty
Is available & accurate
Works with inconvenience
USER EXPERIENCE DESIGN
…to achieve high-quality user experience in a company's offerings there must be a seamless merging of the services of multiple 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
The world is complex, and so too must be the activities that we perform. But that doesn’t mean that we must live in continual frustration. 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
HUMAN-CENTRED DESIGN
SERVICE DESIGN THINKING
Service design is the intentional and thoughtful design of internal and customer-facing activities 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.
This Is Service Design Thinking
EMPATHY FOR THE USER
“Empathy is a noun. A thing. It is an understanding you develop about another person. Empathizing is the use of that understanding – an action.”
INDI YOUNG
A DESIGN SCIENCE FOR EDUCATION
“Educational technologists needs to develop a set of principled working practices....that contribute to a design science for education.”
EILEEN SCANLON
TEACHING AS A DESIGN SCIENCE
Because technology is changing both what and how students learn we can only lead educational innovation by being clear about the principles of designing good teaching and learning and therefore what education needs from technology.
DIANA LAURILLARD
LX DESIGNERS
Dr. Jess Knott MSU
Phil Denman SDSU
Myra Travin UNIVentures
Joyce Seitzinger Academic Tribe
LEARNING EXPERIENCE DEVELOPMENT PROCESS MODEL
ASSESS NEEDS • assess current delivery • determine learner needs • determine discipline/
curriculum needs • explore pedagogical approaches
DEFINE LEARNING DESIGN • design learning outcomes &
assessments • define pedagogical approach
CONCEPTUALIZE LEARNING JOURNEY • design vision for the course/experience • design learning activities and tasks
DISCOVER NEEDS AND OPPORTUNITIES • explore learner persona, behaviour,
emotions & needs • explore possible technology, tools &
digital environment • explore physical environments &
resources
DEFINE • define range of
possible challenges to solve for learners
• Select experience challenges to solve
• state experience needs & metrics
DEVELOP • develop & iterate possible
solutions through prototyping, journey mapping and feedback
• test through learner observations, interviews and user testing
DELIVER • implement the learning
experience and learn from it
YOUR TURN: PROJECT BRIEF You have been asked to design a 3 month program that will support an initial staff cohort of 300 in learning about and adopting OER practices. As this is a pilot, the university will allow much leeway in the use of third-party apps and even a modest budget for development work. At an initial meeting you overheard a lecturer mention that they simply haven’t got the time to invest in innovative teaching or ‘experimentation’.
DISCOVER DEFINE DEVELOP DELIVER
Learner & stakeholder driven design research
Gain insights and define problem
Develop LX solutions through iteration
Improve and optimize final learner experience
General problem
Specific problem
Specific solution
LX DOUBLE DIAMOND
YOUR TURN: USER INTERVIEWS
• For our “OER Project” conduct a user interview with a staff
15 mins as a group 1. Prepare 4-5 user questions 2. Create interview guide
YOUR TURN: USER INTERVIEWS
See your handout. Tips • Be welcoming and put your user at ease • Ask them to think out loud • Explain why you are doing the interview • Be an active listener • Ask open questions • Give encouragement: “How did you feel about it?
What did you think?” • Silence is your best friend
YOUR TURN: EMPATHY MAPPING
Think about your conversations & experiences in introducing OER • Focus on staff • See, hear, think, do • Capture on post-its, 1 idea/observation
per post-it • 7 mins by yourself
YOUR TURN: EMPATHY MAP
• Review empathy template in your toolkit • Go to the empty map that has been set
up for you as a group • As a group, group your post-its on the
quadrants in the map
YOUR TURN: PERSONA DATA SOURCES
5 mins Let’s make a list as a group. Where would you find information to verify or augment your persona?
YOUR TURN: CREATE A PERSONA
• Take 15 minutes with your group to design 2 persona
• Use the handouts in your toolkit • Consider: One ‘mature’ staff member, one
‘rookie’ • Think about different attributes
YOUR TURN: AFFINITY DIAGRAMMING
Take 10-15 mins to do desktop research on OER adoption etc. From your desktop research and own experience, write down ideas/problems/issues on post-its One idea per post-it 5-7 words per post. Write big
YOUR TURN: GROUP YOUR FINDINGS
As a group, get everything on the wall and begin to group Articulate, ask questions, communicate with each other One person to take lead in grouping and naming groups. Begin to shape order.
DISCOVER DEFINE DEVELOP DELIVER
Learner & stakeholder driven design research
Gain insights and define problem
Develop LX solutions through iteration
Improve and optimize final learner experience
General problem
Specific problem
Specific solution
LX DOUBLE DIAMOND
YOUR TURN: HOW MIGHT WE…?
Let’s generate some HMW statements for our “OER Project” Follow the HMW prompts eg Amp up the good, do the opposite, etc…
YOUR TURN: VISUAL SLAM
Take several A4 and fold them over First 7 mins: • Get as many of your ideas down as you
can. • 1 idea per A4
3 mins: Share your ideas with the group
YOUR TURN: VISUAL SLAM
Next 10 mins: • Get more ideas down. Build on others. • 1 idea per A4
Next 10 mins: Get your favourite ideas up. Discuss. Ask questions. Can things be combined? Converged? Vote
SIMILAR TECHNIQUES
• Journey mapping (emotional) • Scenario mapping (narrative) • Mental models (behavioural patterns) • Service Design Blueprint (channels)
WHEN DO YOU USE JOURNEY MAPPING?
• For an existing product, object or service • To get an overview of all the elements
and stakeholders • To map all the touch points • To identify emotions associated with
interactions • To identify pain points
WHEN DO YOU USE JOURNEY MAPPING?
For a new product, object or service to be designed, developed and implemented: • To get a common understanding of aspiring
experience for all members of design & development team
• To identify touch points • To identify channels • To identify priorities for the development
WHEN DO YOU USE JOURNEY MAPPING?
Instead of a prototype • When a prototype is too expensive to
build • Have something to shoot at
WHY DO YOU USE JOURNEY MAPPING?
• To map all the bricks in your bricolage (even those beyond your control)
• To step away from your medium
• To design across the gaps
• To facilitate conversation
• To facilitate collaboration
Pre Start Week 2-6
Week 7-10
Week 11-12
End & post
LMS Wiki is tricky to participate in!
Content
Early access ☺
Teacher Picture & intro video ☺
No involvement in review !
Peers No icebreaker !
Library Intro but use in wk 7 !
THE TEAM
• Joyce Seitzinger • Mark Smithers
Lecturers • Annette Cook • Nicola Hardy Digital Learning Team • Spiros Soulis • Angela Nicolettou • Eloise Acuna
YOUR TURN: CREATE A LEARNER JOURNEY MAP FOR YOUR SOLUTION
40 mins • For your “OER Project” solution, map the
learner journey and touch points • Organization & other stakeholder touch
points • Different phases • Present & feedback midway
DISCOVER DEFINE DEVELOP DELIVER
Learner & stakeholder driven design research
Gain insights and define problem
Develop LX solutions through iteration
Improve and optimize final learner experience
General problem
Specific problem
Specific solution
LX DOUBLE DIAMOND
YOUR TURN: YOUR PITCH
15 minutes to prepare Prepare your presentation (open to everything: poster/pitch deck/infomercial…) 5 minutes per group Tips: Think pain points, solutions & empathy
REFLECTIONS & FEEDBACK
• On the wall
• What did you: like, learn, miss • Note down two things for yourself that you
want to follow up on or apply in your work
• Share
STAY IN TOUCH
www.academictribe.co @catspyjamasnz @academictribe #lxdesign Facebook.com/academictribe Search: lxdesign [email protected]