LX Journey Mapping Workshop

LX JOURNEY MAPPING WORKSHOP

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)

WHAT IS LEARNING EXPERIENCE DESIGN?

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

METHODOLOGY

EMPATHY FOR THE USER

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

DO WE NEED LEARNER EXPERIENCE DESIGN?

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

LX DESIGN IS PEDAGOGY AGNOSTIC

https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/

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

OUR PROJECT & YOUR BRIEF

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

USER & CHALLENGE RESEARCH

USER RESEARCH IN ACTION

https://www.youtube.com/watch?v=szr0ezLyQHY

LEARNER OBSERVATION

CARD SORTING

CODING CONVERSATIONS

CODING CONVERSATIONS

USER INTERVIEW

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

EMPATHY MAPPING

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

PERSONAS

PERSONAS

PERSONAS

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.

MIDWAY…

DEFINING A CHALLENGE TO SOLVE






General problem

Specific problem

Specific solution

LX DOUBLE DIAMOND

HOW MIGHT WE…?

HOW MIGHT WE….?

From Stanford d.school

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…

VISUAL SLAM

SCENARIO SKETCHING

MIKE ROHDE

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

DEVELOP YOUR VISION (GROUP)

JOURNEY MAPPING

SIMILAR TECHNIQUES

•  Journey mapping (emotional) •  Scenario mapping (narrative) •  Mental models (behavioural patterns) •  Service Design Blueprint (channels)

JOURNEY MAPPING

From https://sustainableservice.wordpress.com

Keeping Graduates Green

From seed

andsp

rout.com

MENTAL MODELS

http://rosenfeldmedia.com/mental-models/moviegoer-alignment-diagram/

LEARNER JOURNEY MAPPING – GETTING STARTED

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


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


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

MAP THE LEARNER PATH & TOUCH POINTS

MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS

MAP THE INTERACTION PHASES

IDENTIFY EMOTIONS

IDENTIFY OPPORTUNITIES & BARRIERS

From Designing CX http://designingcx.com/2012/10/23/prototype-portable-journey-mapping-worksheet/

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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 •  Annette Cook •  Nicola Hardy Digital Learning Team •  Spiros Soulis •  Angela Nicolettou •  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

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






General problem

Specific problem

Specific solution

LX DOUBLE DIAMOND

COMMUNICATION IS EVERYTHING: YOUR PITCH

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]