Friday, 2 December 2011

Experience map examples

The idea of an experience map is an interesting one and well worth a look. Much more complex and detailed than other diagrams of customer experience I've come across, they're really inspiring even if I think they're a bit beyond me right now. Something to aspire to.

A diagram that outlines the full experience of the customer - online, offline, the opportunities, the challenges and problems.

Like personas, they're a catalyst rather than an end result. Something to inspire and steer a group of stakeholders.

Adaptive Path's user experience map for Rail Europe

The Anatomy of an Experience Map - article by Chris Risdon for Adaptive Path

PDF download of the Rail Europe experience map from Adaptive Path

Another example:
Experience Maps: Understanding Cross-Channel Experiences For Gamers - article and examples by Gene Smith

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