WUD WRO 2013 - Hubert Anyżewski - experience journey

WUD WRO 2013

Experience Journey Hubert Anyżewski

WUD WRO 2013

•  Over 10 years of UX/CX experience (more than 14 markets) •  Master’s Degree in Social Psychology (major in HCI) •  Co-Owner and UX Director at UseLab – Poland (www.uselab.pl) •  Co-Founder and board member of UX Poland (www.uxpoland.com) •  Co-Founder and Head od User Experience Design postgraduate studies on

SWPS (Warsaw and Wrocław)

[email protected] @anyzewski

WUD WRO 2013

Customer Journey Map vs. Experience Map ?

WUD WRO 2013

Mapping Experiences and Orchestrating Touchpoints Chris Risdon & Patrick Quattlebaum | UX Week 2012

WUD WRO 2013

WUD WRO 2013


WUD WRO 2013

WUD WRO 2013


WUD WRO 2013

WUD WRO 2013


WUD WRO 2013

WUD WRO 2013

WUD WRO 2013

WUD WRO 2013

Customer Journey Map: -  service design tool -  way to analyze customer (specific) experience on a journey (specific) -  canvas to visualize customer journey and experience via. touchpoints

WUD WRO 2013

Customer Experience Map: -  service design tool -  way to analyze holistic experience of our service -  canvas to visualize experience via. touchpoints for many journeys

Remember to:

WUD WRO 2013

1. Understand channels •  Single channel vs. Multichannel •  Cross-channel •  Omnichannel

„Channel – a medium of interaction with customers or users”

-Adaptive path

Chris Risdon & Patrick Quattlebaum

WUD WRO 2013

2. Understand Touchpoints

„Touchpoint – a point of interaction with service/product (in specific time and place)”

-Adaptive path

Chris Risdon & Patrick Quattlebaum

WUD WRO 2013

[email protected] @anyzewski

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