the art of experience design

MAKE YOUR OWN NAME TAG

KEEP INFORMATION/PHOTOS IN THIS AREA :)

WHY ARE WE HERE ?

WHY ARE WE HERE ?

KEEP INFORMATION/PHOTOS IN THIS AREA :)WHY ARE WE HERE ?

WHY

EVENTS ?

BUILDING MOVEMENTS ENGAGING TEAMS

GROWING COMMUNITIES TURBOCHARGING IDEAS

SHAPING CULTURE

TRICKS OF

THE TRADE

HOW YOU MAKE THEM FEEL

STRETCHING THE EVENT HORIZON

PARTNER POWER

WHY ARE WE HERE ?

WALK A MILE IN THEIR SHOES

WHY ARE WE HERE ?

EXPERIENCES WE

LOVE

WHY ARE WE HERE ?

EXPERIENCES WE

LOVE

Progress 2013 - Im Inhttps://www.youtube.com/watch?v=hsQcE_nl1dE

Progress 2015 - When we dream togetherhttps://vimeo.com/127329720

PROGRESS

DESIGN PRINCIPLES

What are design principles?

Why do we need them?

Where do they come from?

How do we create the design principles?

How do you use design principles?

1. Focus on the user and all else will follow2. Its best to do one thing really, really well3. Fast is better than slow4. Democracy on the web works5. You dont need to be at your desk to need an answer6. You can make money without doing evil7. Theres always more information out there8. The need for information crosses all borders9. You can be serious without a suit10.Great just isnt good enough

http://www.google.com/corporate/ux.html

Googles design principles

1. Start with needs*2. Do less3. Design with data4. Do the hard work to make it simple5. Iterate. Then iterate again.6. Build for inclusion7. Understand context8. Build digital services, not websites9. Be consistent, not uniform10. Make things open: it makes things better

https://www.gov.uk/design-principles

* The users needs not the governments needs

UK Government Digital Services Design Principles

What are design principles?



How do we create the design principles?

How do you use design principles?

BE MEMORABLE

- Were welcomed and included to the point of.. wow- Our time and attention spans - are valued- The surprises are delightfully stumbled upon- Were human. Appeal to us via stories, our senses, good conversation, creativity, music and food.

THINGS START HERE

- Create collisions between people and ideas- This could be the start of something big- Unlock the potential in me and my organisation- Show me that I already have everything need to start

LINK FESTIVAL DESIGN PRINCIPLES

SOLVING REAL WORLD PROBLEMS

- Link is about solving real world problems, not first world problems- Using our hands is as important as using our heads- Connect us with what were designing for- Solving real world problems starts with real world connections

WE ARE HUMANS FIRST

- Were a new generation of professionals who want to use our powers for good- A community professionals who haven't forgotten they're human- Link is for those who already think differently and are ready to act differently

ACHIEVING IMPACT WHILE TREADING LIGHTLY

- Heavyweight impact (and partners)- Lightweight operations (think and act lean)- Featherweight footprint (tread lightly on the planet)

LINK FESTIVAL DESIGN PRINCIPLES

RALLYING THE TROOPS - Foster cooperation for meaningful connections- Collective commitment for collective actionlet me feel the strength of the community- Actions with results- Create a galvanised community

I WAS THERE (MAN!) - My lifes work reinvigorated/realised- Remind me WHY i do what I do- if not me, then who? if not now, then when?- The woodstock of conferences

LIVE UP TO AND EXCEED EXPECTATION - Surprise me- Take me out of the everyday- Make my brain explode

PROGRESS 2015 DESIGN PRINCIPLESTRIGGER THE EPIPHANY/THE SHIFT - Show me how to change- Show me what a leader looks like- Show me how I am a leader ?

THIS IS AN EXCITING JOURNEY BUT STILL EARLY DAYS - Give me a roadmap to move forward with- Ready me for success/to win- Empower me to make the most of this crisitunity- Make me feel urgency but also agency

A CULTURE OF EXCELLENCE NOT PASSIONATE AMATEURISM - We walk the talk and practise what we preach- Make me feel at home in/embrace a culture of excellence

ALWAYS CLEAR WHAT TO DO NEXT & WHERE TO GO

1. LINK FESTIVAL design principles http://wildwon.com.au/link-festival-design-principles/

2. http://www.designprinciplesftw.com/

3. Developing Design Principlesby Luke Wroblewski

FURTHER RESOURCES

DESIGN PRINCIPLES:

YOUR TURN

EXPERIENCE MAPPING

What is an experience map?



How do we create an experience map?

How do you use an experience map?

When done well, an experience map illuminates the holistic customer experience, demonstrating the highs and lows people feel while interacting with your product or service. the process of mapping uncovers the key customer moments that, once improved, will unlock a more compelling and more valuable overall experience.

Brandon Schauer - CEO of Adaptive Path

An experience map is NOT a service blueprint

A service blueprint is INSIDE OUT (based on the POV of the organisation)

An experience map is OUTSIDE IN (based on the POV of the participant)

WHAT IS AN EXPERIENCE MAP?


Credit: Jo Hill


Credit: Adaptive Path

An experience map is NOT a service blueprint

A service blueprint is INSIDE OUT (based on the POV of the organisation)

An experience map is OUTSIDE IN (based on the POV of the participant)

WHAT IS AN EXPERIENCE MAP?


Credit: Adaptive PathExperience Map example


Credit: NFormExperience Map example

1. Discovery and research2. Mapping the journey3. Telling the story - Communicating the map4. Identifying takeaways & actionable insights

STEPS INVOLVED

1. the experience scenario / user action 2. the specific physical location3. the touchpoint (i.e type of touchpoint) / physical evidence

4. the participants emotions during that scenario

5. pain points / opportunities to optimise the experience

COMPONENTS OF AN EXPERIENCE MAP - WILDWON STYLE


Experience Map

experien

cefeeling

thinking

doing

identify needs find products evaluate products enroll renewuse

chan

nels

Credit: Adaptive PathExperience Map template

1. Stages

2. Emotions (Thinking/Feeling) 3. Actions (Doing)

4. Players (Who is involved & their relationship to each other)

5. Context (device, place, stage/moment)

6. Touchpoints & interactions

COMPONENTS OF AN EXPERIENCE MAP

1. Whats happening? (reflected in the map - but distilled from qual/quant research etc)1. Feeling (emotions along the way - highs, lows) 2. thinking (mental models and how people frame their experience, expectations, impressions) 3. doing (actions taken to meet needs, key behaviours)

2. Stakeholders and interactions (defined context at any given moment as captured by the map)1. players 2. relationships 3. touchpoints

3. Context (defined context at any given moment as captured by the map)1. devices 2. places 3. time 4. stages

BUILDING BLOCKS OF THE EXPERIENCE MAP

The greater narrative of the eventThe emotional journey you want to take people on Mood Emotional impact Energy Thinking style (divergent & convergent)Flow & pace Points of opportunities (to delight) Bad experience triggers - pain points to mitigate

OTHER COMPONENTS OF AN EVENT TO CONSIDER

Understanding the current state

to

So What? What Now?

to

Envisioning future state

HOW DO YOU USE AN EXPERIENCE MAP?

EXPERIENCE MAPPING:

YOUR TURN

1. IDEO2. Adaptive Path3. 27 signals4. Isobar5. Frog design6. Hyper Island7. Kaospilot8. Spook studios9. learn do share10. This is Service Design Thinking

FURTHER RESOURCES

Wildwon Projects Pty LtdABN: 57 161 208 699

www.wildwon.com.au@WildwonProjects

Suite 401, Zara Tower, 61-65 Wentwor th Avenue,

Sydney 2000

Contact: Sally [email protected]+61 (0)412 788 501

THANK YOU

Common RoomLevel 2, 235 Commonwealth St

Surry Hill NSW 2010

the art of experience design

Design

design principles1

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attention spans

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