Experience Mapping
An experience map is a way of visualising the pivotal moments a stakeholder might experience relating to a collaborative design challenge. By looking at these moments together, you can start to see potential issues and opportunities.
By mapping out the stakeholder experience, change leaders can identify pain points, moments of satisfaction, and areas for improvement, which can help them to design more user-friendly and effective experiences.
How to facilitate an experience mapping process:
- Choose your persona: Identify the specific stakeholder persona you want to map the experience for. This persona should represent the typical user you are targeting with your change.
- Decide on the stages: Break down the stakeholder experience into main stages. These stages should represent the significant parts of the journey, such as awareness, consideration, purchase, and post-purchase.
- Capture key moments: Within each stage, identify the key moments or interactions the stakeholder has with the product, service or change. These moments should describe significant highs and lows of your stakeholder’s experience.
- Plot emotional graph: Next, plot the stakeholder’s emotional journey through the key moments. Use a diagram to visualise the emotions that the stakeholder is likely to feel at each stage, such as excitement, frustration, confusion, or satisfaction.
- Share narrative and refine: Finally, share the narrative of the stakeholder journey with your team, stakeholders, or customers, and refine the map based on their feedback. Use the experience map to inform your decision-making and prioritise improvements to the customer experience.
Consider having your stakeholders capture their comments as problem statements using the How Might We process.
By following these five steps, change leaders can facilitate an effective experience mapping process as part of a collaborative design initiative.
Click here for an Experience Map template.
To find out more about how to up skill your leaders in leading collaborative design or for support with your next codesign project, reach out to us via info@soji.com.au.
Photo by Will H McMahan on Unsplash
