E20 BEST OF 2015 SUBMISSION

LX DESIGN: LEARNER JOURNEY MAPPING

THE TEAM

•  Joyce  Seitzinger  •  Mark  Smithers  

Lecturers  •  Anne7e  Cook  •  Nicola  Hardy  Digital  Learning  Team  •  Spiros  Soulis  •  Angela  Nicole7ou  •  Eloise  Acuna    

WHAT IS LEARNER EXPERIENCE DESIGN?

Learner  experience  design  is  an  emerging  approach  based  on…  

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  

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  

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  

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."    

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    

EMPATHY FOR THE USER

PROVEN METHODOLOGIES

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

OUR VE EXPRESS LEARNER JOURNEY MAP

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

LX DESIGN: DESIGN FOR EMPATHIC LEARNER EXPERIENCES