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How often do we look at the actions, thoughts and feelings of learners over time to better understand what they experience while working, using a learning management system, taking a course or seeking support and help? In this episode, I interview Jim Kalbach, about diagramming to understand experience. Jim is the author of Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams.
Jim entered the design world as an information architect and has worked in various design-related consulting roles for large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. He is currently Head of Customer Success at MURAL.
WE DISCUSS:
- What a user experience map is and what it can include
- How to categorize and diagram actions, thoughts and feelings
- How to identify a user’s feelings during an experience
- How experience maps foster important conversations
- How Jim got interested in experience maps
- Aligning experiences to the organization
- Choosing the right map for the problem
- Using constraints to understand a problem: point of view, scope and focus
- Five phase process for mapping
- Maps for learning experience design
- Tools for creating user experience maps
- Mental model maps
TIME: 32 minutes
RATE: Rate this podcast in iTunes
TRANSCRIPT: Download the ELC 033 Transcript.
RESOURCES:
- Mapping Experiences by Jim Kalbach
- Experiencing Information: Jim’s website
- MURAL: Cool collaboration tool and where Jim works
- Touchpoint Dashboard: Customer journey management software
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That’s great, Greg. I think I need to listen again too!
Connie
Thank you Connie for this episode! I listened to it once about 2 years ago after buying the book and again this morning. I’m starting my first mapping project and it was so helpful to hear these points again.
Nice summary of points, Clara. Thank you.
Thanks for tackling this topic, Connie. I’ve been testing out experience design practices in the learning world, and the podcast provided some excellent reminders:
1. Yes, generating qualitative data about the users’ emotions is a bit fuzzy, but that it’s okay…capturing experiences is not scientific research.
2. You’re not going to be able to map everything in the world.
3. Match your diagram to the problem.
4. The diagram is the centrepiece, but mapping is an activity. More significant is using the activity to foster conversations among the team and drive empathy for users.