we are all learner experience designers #vdctlc16

ME & MY USER EXPERIENCE (UX) JOURNEY

THE NATURE OF EXPERIENCE

TRANSCENDING THE 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

CHANGING NATURE OF LEARNING EXPERIENCES

Transfor mational

Meaningful

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

WHAT IS EXPERIENCE DESIGN?

NEW JOBS: UX DESIGNERS

https://generalassemb.ly/blog/top-5-highest-paying-careers-tech/

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

www.uxisnotui.com

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

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

SERVICE DESIGN INFOGRAPHIC

http://www.sutherlandlabs.com/thoughts/top-tips-successful-customer-journey-mapping/

METHODOLOGY

EMPATHY FOR THE USER


“Feelings are integral to experiences (maybe even its core), inextricably intertwined with our action.”

MARC HASSENZAHL


“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

TRY IT: EMPATHY EXERCISE

•  Two conversations

•  Think about something exciting that is about to happen

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 @jlknott

Phil Denman SDSU

Dr. Amy Wilson Massey @acaciatech

Joyce Seitzinger Academic Tribe @catspyjamasnz

LX DESIGN IS PEDAGOGY AGNOSTIC

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

ON THE CO-DESIGN OF EXPERIENCES

HELPFUL EXERCISE #1

NOUNS •  Pomegranate •  Pencil •  Bread •  Taxi •  Ceiling •  Cards •  Bottle •  Flower

VERBS •  Fly •  Run •  Suggest •  Type •  Develop •  Move •  Play •  Speak

HELPFUL EXERCISE #2

NOUNS •  Screen •  Glasses •  Sweater •  Paper •  Candle •  Book •  Watch •  Kitten

VERBS •  Sing •  Sit •  Ask •  Place •  Write •  Sleep •  Jump •  Cry

ON THE CO-CREATION OF EXPERIENCES

EXPERIENCES ARE CO-CREATED

A BOOK IS A GOOD EXAMPLE…

ELEANOR CATTON: ON PURPOSE

Reading is a creative act: it cannot happen automatically, and it cannot happen passively. Any piece of writing is therefore as intimately shaped by the reader’s imagination, their memories, their intelligence, their disposition and their state of mind, as by the writer’s.

ELEANOR CATTON

DESIGN FOR EXPERIENCE

Participatory design makes everyday people, such as users, an integral part of the design process, especially at the early front end.

Experience design has emerged recently as a new discipline in response to the new information and communication technologies. But I will argue that there is no such thing as experience design. Experiencing is in people and you can’t

design it for someone else. You can, however, design for experiencing.

http://www.maketools.com/articles-papers/NewDesignSpace_Sanders_01.pdf

LIZ SANDERS

DESIGN ACROSS THE GAPS

LECTURES

PERSONAL LEARNING NETWORK

TUTORIALS

LMS COURSE SITE

SUPPORT SERVICES

MOBILE APP PEER LEARNING

LABS WORK PLACEMENTS

LX DESIGN CAN HAPPEN AT ANY LEVEL/SCALE

SMALL CHANGES ARE FINE: MIKE WESCH’S SYLLABUS

LX PROCESS

DISCOVER DEFINE DEVELOP DELIVER

USER EMPATHY Learner & stakeholder interviews Learner observation Learning analytics Persona

CHALLENGE DEFINITION Workshops Affinity diagramming Scenario mapping How might we…? Challenge statements

RESEARCH Technology research Competitor analysis Service design blueprint

Learner & stakeholder driven design research

Gain insights and define challenges

Develop possible learning solutions through iteration

Improve and optimize final learner experience

TESTING Usability testing A/B testing User observations & interviews

General challenge

Specific challenge

Specific solution

PROTOTYPING Paper prototyping Journey mapping User testing Service design blueprint Information architecture

IMPLEMENT Feedback loops A/B testing Learning analytics

IDEA GENERATION Sketching Storyboarding Scenario mapping

DISCOVERY










General challenge

Specific challenge

Specific solution




USER RESEARCH IN ACTION

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

LEARNER OBSERVATION

CARD SORTING

CODING CONVERSATIONS

USER INTERVIEWS

EMPATHY MAPPING

PERSONAS

RMIT CX TEAM - PERSONAS

WHY PERSONA? TO AVOID ZOMBIE PERSONA

•  They thrive in obscurity •  They’re not really

“alive” (to the project) and, at the same time, they’re hard to kill

•  They don’t seem that dangerous, but they’ll eat the brains of your project team

DEFINING A CHALLENGE TO ADDRESS










General challenge

Specific challenge

Specific solution




AFFINITY DIAGRAMMING

PROBLEM STATEMENT

I am [persona name, 3 characteristics]. I am trying to [outcome/job/task], but [problem/barrier] because [root cause]. This makes me feel [emotion].

HOW MIGHT WE….?

From Stanford d.school

DEVELOP POTENTIAL SOLUTIONS










General challenge

Specific challenge

Specific solution




SKETCHING & STORYBOARDING

ON SKETCHING

“Your sketch is your first minimum viable product.”

CATHERINE HILLS

SCENARIO SKETCHING

IDEA SLAM

TRY IT: IDEA SLAM

•  Individually: It is difficult for teachers to alert students to relevant news stories as they happen. How would you solve this?

•  Take several sheets and fold them over. Use right side for title and description. Left side for your sketch.

•  For a few minutes: Get as many of your ideas down as you can. 1 idea per sheet

•  3 mins: Share your ideas with your table

•  2 mins: Iterate on own and other’s idea. Sketch some more.

JOURNEY MAPPING

SIMILAR TECHNIQUES

•  Journey mapping (emotional) •  Scenario mapping (narrative) •  Service Design Blueprint (channels)

From https://sustainableservice.wordpress.com

Keeping Graduates Green

JOURNEY MAPPING

From seed

andsp

rout.com

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

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 •  To act as a prototype

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 LEARNER PATH & TOUCH POINTS

JOIN IN. DESIGN AN

INTRODUCTION FORUM ACTIVITY

MAP THE PATHS & TOUCH POINTS OF OTHER STAKEHOLDERS & CHANNELS

MAP THE INTERACTION PHASES

IDENTIFY EMOTIONS

IDENTIFY OPPORTUNITIES & BARRIERS

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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

DELIVER SOLUTIONS










General challenge

Specific challenge

Specific solution




PROTOTYPING

ON PROTOTYPING

“If a picture is worth a 1000 words, a prototype is worth a 1000 meetings.”

TOM & DAVID KELLEY

CREATIVE PRACTICE RESEARCH

PROTOTYPING

•  What is the minimum you can rapidly create?

•  Get something in front of people •  Get feedback •  Create a new prototype

PROTOTYPING WIREFRAMES: HIGH FIDELITY

PROTOTYPING ON PAPER

TRY IT: PROTOTYPING ON PAPER

•  Trace the outline of your phone on paper •  Sketch an app for … ?

POP APP

ROI OF LX

US AS EXPERIENCE DESIGN ORGANISATIONS

EXPERIENCE DESIGNER TOOLKIT

EXPERIENCE DESIGNER IS NOT A DESIGNER

DIFFERENT WAYS OF COLLABORATING

GET PROJECT DESIGN TEAMS, BUT MIND CHICKENS AND PIGS

DIFFERENT WAYS OF COLLABORATING

DESIGN SPRINTS

MAYBE WE NEED LEARNING EXPERIENCE ARCHITECTS

http://www.lxdesign.co/2016/04/you-just-might-be-a-learning-experience-architect/

OR LEARNING EXPERIENCE LABS

GET A MINI LX DESIGN TOOLKIT

•  Poster of LX Double Diamond •  Handouts to get started on User Research:

User interviews, Empathy Maps and Persona

•  Lean LX Cycle

http://tinyurl.com/vcd-lxtoolkit

STAY IN TOUCH

www.academictribe.co @catspyjamasnz @academictribe #lxdesign Facebook.com/academictribe Search: lxdesign [email protected]