The Art of Experience Design | Peer Academy

1. MAKE YOUR OWN NAME TAG

2. KEEP INFORMATION/ PHOTOS IN THIS AREA :) WHY ARE WE HERE ? WHY ARE WE HERE ?

3. KEEP INFORMATION/ PHOTOS IN THIS AREA :) WHY ARE WE HERE ?

4. KEEP INFORMATION/ PHOTOS IN THIS AREA :)

5. WHY EVENTS ?

6. BUILDING MOVEMENTS ENGAGING TEAMS GROWING COMMUNITIES TURBOCHARGING IDEAS SHAPING CULTURE

7. TRICKS OF THE TRADE

8. HOW YOU MAKE THEM FEEL

11. STRETCHING THE EVENT HORIZON

14. PARTNER POWER

15. WHY ARE WE HERE ?

18. WALK A MILE IN THEIR SHOES

21. EXPERIENCES WE LOVE

24. EXPERIENCES WE LOVE

25. Progress 2013 - Im In https://www.youtube.com/watch?v=hsQcE_nl1dE Progress 2015 - When we dream together https://vimeo.com/127329720 PROGRESS

26. DESIGN PRINCIPLES

27. What are design principles? Why do we need them? Where do they come from? How do we create the design principles? How do you use design principles?

29. 1. Focus on the user and all else will follow 2. Its best to do one thing really, really well 3. Fast is better than slow 4. Democracy on the web works 5. You dont need to be at your desk to need an answer 6. You can make money without doing evil 7. Theres always more information out there 8. The need for information crosses all borders 9. You can be serious without a suit 10.Great just isnt good enough http://www.google.com/corporate/ux.html Googles design principles

30. 1. Start with needs* 2. Do less 3. Design with data 4. Do the hard work to make it simple 5. Iterate.Then iterate again. 6. Build for inclusion 7. Understand context 8. Build digital services, not websites 9. Be consistent, not uniform 10. Make things open: it makes things better https://www.gov.uk/design-principles *The users needs not the governments needs UK Government Digital Services Design Principles

36. BE MEMORABLE - Were welcomed and included to the point of..wow - Our time and attention spans - are valued -The surprises are delightfully stumbled upon - Were human.Appeal to us via stories, our senses, good conversation, creativity, music and food. THINGS START HERE - Create collisions between people and ideas -This could be the start of something big - Unlock the potential in me and my organisation - Show me that I already have everything need to start LINK FESTIVAL DESIGN PRINCIPLES

37. SOLVING REAL WORLD PROBLEMS - Link is about solving real world problems, not rst world problems - Using our hands is as important as using our heads - Connect us with what were designing for - Solving real world problems starts with real world connections WE ARE HUMANS FIRST - Were a new generation of professionals who want to use our powers for good - A community professionals who haven't forgotten they're human - Link is for those who already think differently and are ready to act differently ACHIEVING IMPACT WHILE TREADING LIGHTLY - Heavyweight impact (and partners) - Lightweight operations (think and act lean) - Featherweight footprint (tread lightly on the planet) LINK FESTIVAL DESIGN PRINCIPLES

39. RALLYING THE TROOPS - Foster cooperation for meaningful connections - Collective commitment for collective action let me feel the strength of the community - Actions with results - Create a galvanised community I WAS THERE (MAN!) - My lifes work reinvigorated/realised - Remind me WHY i do what I do - if not me, then who? if not now, then when? - The woodstock of conferences LIVE UP TO AND EXCEED EXPECTATION - Surprise me -Take me out of the everyday - Make my brain explode PROGRESS 2015 DESIGN PRINCIPLES TRIGGER THE EPIPHANY/THE SHIFT - Show me how to change - Show me what a leader looks like - Show me how I am a leader ? THIS IS AN EXCITING JOURNEY BUT STILL EARLY DAYS - Give me a roadmap to move forward with - Ready me for success/to win - Empower me to make the most of this crisitunity - Make me feel urgency but also agency A CULTURE OF EXCELLENCE NOT PASSIONATE AMATEURISM - We walk the talk and practise what we preach - Make me feel at home in/embrace a culture of excellence ALWAYS CLEAR WHAT TO DO NEXT & WHERE TO GO

40. 1. LINK FESTIVAL design principles http://wildwon.com.au/link-festival-design-principles/ 2. http://www.designprinciplesftw.com/ 3. Developing Design Principlesby Luke Wroblewski FURTHER RESOURCES

41. DESIGN PRINCIPLES: YOUR TURN

42. EXPERIENCE MAPPING

43. What is an experience map? Why do we need them? Where do they come from? How do we create an experience map? How do you use an experience map?

45. When done well, an experience map illuminates the holistic customer experience, demonstrating the highs and lows people feel while interacting with your product or service. the process of mapping uncovers the key customer moments that, once improved, will unlock a more compelling and more valuable overall experience. Brandon Schauer - CEO of Adaptive Path

46. An experience map is NOT a service blueprint A service blueprint is INSIDE OUT (based on the POV of the organisation) An experience map is OUTSIDE IN (based on the POV of the participant) WHAT IS AN EXPERIENCE MAP?

47. KEEP INFORMATION/ PHOTOS IN THIS AREA :) Credit: Jo Hill

48. KEEP INFORMATION/ PHOTOS IN THIS AREA :) Credit: Adaptive Path

51. An experience map is NOT a service blueprint A service blueprint is INSIDE OUT (based on the POV of the organisation) An experience map is OUTSIDE IN (based on the POV of the participant) WHAT IS AN EXPERIENCE MAP?

52. KEEP INFORMATION/ PHOTOS IN THIS AREA :) Credit: Adaptive PathExperience Map example

55. KEEP INFORMATION/ PHOTOS IN THIS AREA :) Credit: NFormExperience Map example

58. 1. Discovery and research 2. Mapping the journey 3. Telling the story - Communicating the map 4. Identifying takeaways & actionable insights STEPS INVOLVED

60. 1. the experience scenario / user action 2. the specic physical location 3. the touchpoint (i.e type of touchpoint) / physical evidence 4. the participants emotions during that scenario 5. pain points / opportunities to optimise the experience COMPONENTS OF AN EXPERIENCE MAP - WILDWON STYLE

61. KEEP INFORMATION/ PHOTOS IN THIS AREA :)

62. KEEP INFORMATION/ PHOTOS IN THIS AREA :) Experience Map experiencefeelingthinkingdoing identify needs nd products evaluate products enroll renewuse channels Credit: Adaptive PathExperience Map template

63. 1. Stages 2. Emotions (Thinking/Feeling) 3. Actions (Doing) 4. Players (Who is involved & their relationship to each other) 5. Context (device, place, stage/moment) 6. Touchpoints & interactions COMPONENTS OF AN EXPERIENCE MAP

64. 1. Whats happening? (reected in the map - but distilled from qual/quant research etc) 1. Feeling (emotions along the way - highs, lows) 2. thinking (mental models and how people frame their experience, expectations, impressions) 3. doing (actions taken to meet needs, key behaviours) 2. Stakeholders and interactions (dened context at any given moment as captured by the map) 1. players 2. relationships 3. touchpoints 3. Context (dened context at any given moment as captured by the map) 1. devices 2. places 3. time 4. stages BUILDING BLOCKS OF THE EXPERIENCE MAP

65. The greater narrative of the event The emotional journey you want to take people on Mood Emotional impact Energy Thinking style (divergent & convergent) Flow & pace Points of opportunities (to delight) Bad experience triggers - pain points to mitigate OTHER COMPONENTS OF AN EVENT TO CONSIDER

67. Understanding the current state to So What? What Now? to Envisioning future state HOW DO YOU USE AN EXPERIENCE MAP?

68. EXPERIENCE MAPPING: YOUR TURN

69. 1. IDEO 2. Adaptive Path 3. 27 signals 4. Isobar 5. Frog design 6. Hyper Island 7. Kaospilot 8. Spook studios 9. learn do share 10.This is Service DesignThinking FURTHER RESOURCES

70. Wildwon Projects Pty Ltd ABN: 57 161 208 699 www.wildwon.com.au @WildwonProjects Suite 401, Zara Tower, 61-65 Wentworth Avenue, Sydney 2000 Contact: Sally Hill [email protected] +61 (0)412 788 501 THANK YOU Common Room Level 2, 235 Commonwealth St Surry Hill NSW 2010

The Art of Experience Design | Peer Academy

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