ELC 033: Mapping Experiences To Improve Design

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



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RESOURCES:



* Mapping Experiences by Jim Kalbach

* Experiencing Information: Jim's website

* MURAL: Collaboration tool and where Jim works

* Touchpoint Dashboard: Customer journey management software