Co to?
Experience maps generalize the concept of customer-journey maps across user types and products.
Definition: An experience map is a visualization of an entire end-to-end experience that a “generic” person goes through in order to accomplish a goal. This experience is agnostic of a specific business or product. It’s used for understanding a general human behavior (as opposed to a customer journey map, which is more specific and focused on related to a specific business).
Characteristics:
- It is not tied to a specific product or service.
- It is split into 4 swim lanes: phases, actions, thoughts, mindsets/emotions.
- It offers a general human perspective; it is not a specific to a particular user type or product/service.
- It depicts events in chronological order.
Dlaczego warto?
Why use it:
- To understand a general human behavior
- To create a baseline understanding of an experience that is product/service agnostic
When to use it:
- Before a customer journey map in order to gain understanding for a general human behavior
- When converging multiple experiences (tool and specific user agnostic) into one visualization
Dodatkowe materiały
UX Mapping Cheat Sheet