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LX DESIGN: EMPLOYING EMPATHY TO
DELIVER EXPERIENCE
JOYCE SEITZINGER ANZMLEARN SYMPOSIUM NOV 2015
…THIS MORNING
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.”
Aberdeen Research after Mark Scibelli and Stephen Anderson
MY EXPERIENCE
WHAT IS EXPERIENCE DESIGN?
WHAT IS AN EXPERIENCE?
It is crucial to view experience as the consequence of many different systems.
Experience emerges from the intertwined works of percep=on, ac=on, mo=va=on, emo=on and cogni=on in dialogue with the world (place, =me, people and objects).
Experience Design: Technology for all the right reasons Marc Hassenzahl
The world is complex, and so too must be the ac=vi=es that we perform. But that doesn’t mean that we must live in con2nual frustra2on. 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
USER EXPERIENCE DESIGN
…to achieve high-‐quality user experience in a company's offerings there must be a seamless merging of the services of mul=ple 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
INTERACTION DESIGN
In design, human–computer interac=on, and soRware development, interac=on design, oRen abbreviated IxD, is defined as "the prac=ce of designing interac=ve digital products, environments, systems, and services."
SERVICE DESIGN
Service design is the inten=onal and thoughUul design of internal and customer-‐facing ac=vi=es 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
METHODOLOGY
EMPATHY FOR THE USER
EMPATHY FOR THE USER
“Feelings are integral to experiences (maybe even its core), inextricably intertwined with our action.” Marc Hassenzahl
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
EXPLORING LEARNER EXPERIENCE DESIGN #LXDESIGN
DR. JESS KNOTT - MSU
CARD SORTING
USER OBSERVATION
CODING CONVERSATIONS
CODING CONVERSATIONS
PERSONAS
PERSONAS
JOURNEY MAPPING
From https://sustainableservice.wordpress.com
Keeping Graduates Green
From seed
andsp
rout.com
LEARNER JOURNEY MAPPING – GETTING STARTED
MAP THE LEARNER PATH & TOUCH POINTS
MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS
MAP THE INTERACTION PHASES
IDENTIFY EMOTIONS
IDENTIFY OPPORTUNITIES & BARRIERS
WHEN DO YOU USE JOURNEY MAPPING?
• For an exis=ng product, object or service • To get an overview of all the elements and
stakeholders • To map all the touch points • To iden=fy emo=ons associated with
interac=ons • To iden=fy 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 iden=fy touch points • To iden=fy channels • To iden=fy priori=es 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 conversa=on
• To facilitate collabora=on
From Designing CX http://designingcx.com/2012/10/23/prototype-portable-journey-mapping-worksheet/
From
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ing-th
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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 !
OUR VE EXPRESS LEARNER JOURNEY MAP
THE TEAM
• Joyce Seitzinger • Mark Smithers
Lecturers • AnneZe Cook • Nicola Hardy Digital Learning Team • Spiros Soulis • Angela NicoleZou • Eloise Acuna
USER RESEARCH IN INITIAL 3 HOUR MAPPING SESSION
FURTHER RESEARCH TO INFORM DIGITAL COLLABORATIVE MAP
FINAL LEARNER JOURNEY MAP
MAP DETAIL
ADDRESS THE PAIN POINTS: IMPROVED COMMUNICATION
CHANNELS
SMALL CHANGES ARE FINE: MIKE WESCH’S SYLLABUS
EXPERIENCES ARE CO-CREATED
CO-CREATED EXPERIENCES
COMMUNITIES INFORMATION STREAMS
PERSONAL HUB COLLECTIONS
PRESENCE CURATION
EXPERIENCES ARE CO-CREATED
DESIGN ACROSS THE GAPS
LECTURES
PERSONAL LEARNING NETWORK
TUTORIALS
LMS COURSE SITE
SUPPORT SERVICES
MOBILE APP
DESIGNING FOR A CONSTELLATION OF EXPERIENCES
Image cc license @BryanMMathers http://bryanmmathers.com/
https://adventuresinbadging.wordpress.com/
AUSTRALIAN NATIONAL UNIVERSITY
Image cc license @bryanmathers
EXPERIENCE DESIGN IS PEDAGOGY AGNOSTIC
https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/
HOW CAN WE IMPLEMENT MORE EXPERIENCE DESIGN IN LEARNING?
EXPAND OUR TOOLKITS
DIFFERENT WAYS OF COLLABORATING
DIFFERENT WAYS OF COLLABORATING
DIFFERENT WAYS OF COLLABORATING
A COMMITMENT TO THE LEARNER EXPERIENCE
EXPAND ON LX DESIGN RESEARCH
THINK OF OURSELVES AS LEARNER EXPERIENCE DESIGNERS
www.lxdesign.co @lxdesignco #lxdesign Facebook.com/lxdesignco Search: lxdesign
