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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.

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Presentation Transcript
slide5

WHO ARE USERS?

  • What information to capture
  • Who & what will you ask
  • Where
  • Observe
  • Record
contextual inquiry
CONTEXTUAL INQUIRY

‘ We need to find out what our customer and user actually want and expect...& how they think’

customer journey maps
CUSTOMER JOURNEY MAPS

’A Customer journey map visually details the route customers take, & their touchpoints…

as customers interact with web sites, applications, products & services…

customer journey maps3
CUSTOMER JOURNEY MAPS

Courtesy Christopher Pucher – EhsanZamani CUAS, Villach Austria

customer journey maps4
CUSTOMER JOURNEY MAPS

Courtesy Michael Janach | DominikHolzmannCUAS, Villach Austria

customer journey maps5
CUSTOMER JOURNEY MAPS

Courtesy Michael Janach | DominikHolzmannCUAS, Villach Austria

customer journey maps6
CUSTOMER JOURNEY MAPS

.…create a positive user experience

summary
SUMMARY

Use of Customer Journey and Experience Maps helps deliver pleasing experiences …

allowing customers to achieve their goals.

references
REFERENCES

Sandler, John ICELW 2012 Proceedings

www.dilbert.com

CONTACT

johnsandler@fastmail.fm

@greyrab (Twitter)