user, user: who art thou?
DESCRIPTION
User, User: Who Art Thou?. WHO ARE USERS?. WHO ARE USERS?. WHO ARE USERS?. WHO ARE USERS?. What information to capture Who & what will you ask Where Observe Record. CONTEXTUAL INQUIRY. - PowerPoint PPT PresentationTRANSCRIPT
ICELW, New York, June 2012 – John Sandler1
User, User: Who Art Thou?
ICELW, New York, June 2012 – John Sandler2
WHO ARE USERS?
ICELW, New York, June 2012 – John Sandler3
WHO ARE USERS?
ICELW, New York, June 2012 – John Sandler4
WHO ARE USERS?
ICELW, New York, June 2012 – John Sandler5
• What information to capture• Who & what will you ask• Where• Observe• Record
WHO ARE USERS?
ICELW, New York, June 2012 – John Sandler6
CONTEXTUAL INQUIRY
‘ We need to find out what our customer and user actually want
and expect...& how they think’
ICELW, New York, June 2012 – John Sandler7
CONTEXTUAL INQUIRY
ICELW, New York, June 2012 – John Sandler8
CUSTOMER JOURNEY MAPS
’A Customer journey map visually details the route customers take, & their touchpoints…
as customers interact with web sites, applications, products & services…
ICELW, New York, June 2012 – John Sandler9
CUSTOMER JOURNEY MAPS
ICELW, New York, June 2012 – John Sandler10
CUSTOMER JOURNEY MAPS
ICELW, New York, June 2012 – John Sandler11
CUSTOMER JOURNEY MAPS
Courtesy Christopher Pucher – Ehsan Zamani CUAS, Villach Austria
ICELW, New York, June 2012 – John Sandler12
CUSTOMER JOURNEY MAPS
• •Non technical user:•Low level of experience *
•No technical interests•Uses basic functions *
• •Normal user•Average level of experience*
•Average technical interests
•Uses most functions *
• •Expert user:•High level of experience*
•High technical interests•Uses all functions*
Courtesy Michael Janach | Dominik Holzmann CUAS, Villach Austria
ICELW, New York, June 2012 – John Sandler13
CUSTOMER JOURNEY MAPS
Courtesy Michael Janach | Dominik Holzmann CUAS, Villach Austria
ICELW, New York, June 2012 – John Sandler14
CUSTOMER JOURNEY MAPS
.…create a positive user experience
ICELW, New York, June 2012 – John Sandler15
SUMMARY
Use of Customer Journey and Experience Maps helps deliver pleasing experiences … allowing customers to achieve their goals.
ICELW, New York, June 2010
REFERENCES
· Sandler, John ICELW 2012 Proceedings
· www.dilbert.com
CONTACT
@greyrab (Twitter)
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