Chris Risdon designs digital products and services for Adaptive Path in Austin, Texas, and has worked with digital media since 1996. He’s a multidisciplinary designer with an MFA in design and experience in information architecture, interaction and communication design.He’s alspo a type designer. By night he’s a professor teaching interaction design theory and social entrepreneurship at the Austin Center for Design.
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly critical to find ways to gain insight about customers’ interactions with your service.
Experience maps offer a framework for mapping human experiences across multiple situations and interactions. These maps ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Experience maps are intended to be catalysts, not conclusions. We’ll focus on the power and peril of the touchpoint—where customers connect with your product or service, and map the customer journey across touchpoints and channels.
The structure for the session will be a mix of shared insights and case studies followed by group activities to put the ideas into practice. When you wrap up the day, you will have:
Guiding principles for engaging with people across time and space
A framework for mapping human experience across multiple situations and interactions
Skills and tools for generating concepts for appropriate, relevant, meaningful, and endearing “touching”