We are all learner experience designers #VDCTLC16

ME & MY USER EXPERIENCE (UX)
JOURNEY

TRANSCENDING THE MATERIAL
“Experience is not about good industrial
design, multi-touch, or fancy interfaces. It is
about transcending the material. It is about
creating an experience through a device.”
MARC HASSENZAHL

CHANGING NATURE OF LEARNING
EXPERIENCES

Transfor
mational
Meaningful
Convenient
Usable
Reliable
Functional
LX PYRAMID
The Learner Experience
Pyramid describes different
levels at which learning
resources, services, solutions
and systems can be
experienced by learners &
staff.
Based on CX Pyramid by
Aberdeen Research after
Mark Scibelli and Stephen
Anderson.
FOCUS ON EXPERIENCES
FOCUS ON TASKS
Many traditional
LMS & learning
resource
experiences
Transformational
learning
experiences
Has personal significance
Memorable experience worth
sharing
Easy to use, works as
expected
Used without difficulty
Is available &
accurate
Works with
inconvenience

NEW JOBS: UX DESIGNERS
https://generalassemb.ly/blog/top-5-highest-paying-careers-tech/

USER EXPERIENCE DESIGN
…to achieve high-quality user experience in a
company's offerings there must be a seamless
merging of the services of multiple
disciplines.
The first requirement for an exemplary user experience
is to meet the exact needs of the customer, without
fuss or bother.
DON NORMAN & JAKOB NIELSEN

EXPERIENCE DESIGN
It is crucial to view experience as the consequence
of many different systems.
Experience emerges from the intertwined works of
perception, action, motivation, emotion and
cognition in dialogue with the world (place, time,
people and objects).
Experience Design: Technology for all the right reasons
Marc Hassenzahl

The world is complex, and so too must be the activities
that we perform. But that doesn’t mean that we must
live in continual frustration. No. The whole point of
human-centered design is to tame complexity, to turn
what would appear to be a complicated tool into one
that fits the task, that is understandable, usable,
enjoyable.
DON NORMAN
The Design of Everyday Things
HUMAN-CENTRED DESIGN

SERVICE DESIGN THINKING
Service design is the intentional and
thoughtful design of internal and
customer-facing activities needed to
deliver a service. Where experience design
concerns itself only with the customer-
facing aspects, service design looks also at
the experience of staff.
This Is Service Design Thinking

SERVICE DESIGN INFOGRAPHIC
http://www.sutherlandlabs.com/thoughts/top-tips-successful-customer-
journey-mapping/

EMPATHY FOR THE USER
“Feelings are integral to experiences
(maybe even its core), inextricably
intertwined with our action.”
MARC HASSENZAHL

EMPATHY FOR THE USER
“Empathy is a noun. A thing. It is an
understanding you develop about another
person. Empathizing is the use of that
understanding – an action.”
INDI YOUNG

TRY IT: EMPATHY EXERCISE
•  Two conversations
•  Think about something exciting that is
about to happen

DO WE NEED LEARNER
EXPERIENCE DESIGN?

A DESIGN SCIENCE FOR EDUCATION
“Educational technologists needs to develop
a set of principled working practices....that
contribute to a design science for education.”
EILEEN SCANLON

TEACHING AS A DESIGN SCIENCE
Because technology is changing both what
and how students learn we can only lead
educational innovation by being clear about
the principles of designing good teaching
and learning and therefore what education
needs from technology.
DIANA LAURILLARD

LX DESIGNERS
Dr. Jess Knott
MSU
@jlknott
Phil Denman
SDSU
Dr. Amy Wilson
Massey
@acaciatech
Joyce Seitzinger
Academic Tribe
@catspyjamasnz

LX DESIGN IS PEDAGOGY
AGNOSTIC

https://techknowtools.wordpress.com/2015/04/03/checklist-technology-learning/

ON THE CO-DESIGN OF
EXPERIENCES

HELPFUL EXERCISE #1
NOUNS
•  Pomegranate
•  Pencil
•  Bread
•  Taxi
•  Ceiling
•  Cards
•  Bottle
•  Flower
VERBS
•  Fly
•  Run
•  Suggest
•  Type
•  Develop
•  Move
•  Play
•  Speak

HELPFUL EXERCISE #2
NOUNS
•  Screen
•  Glasses
•  Sweater
•  Paper
•  Candle
•  Book
•  Watch
•  Kitten
VERBS
•  Sing
•  Sit
•  Ask
•  Place
•  Write
•  Sleep
•  Jump
•  Cry

ON THE CO-CREATION OF
EXPERIENCES

ELEANOR CATTON: ON PURPOSE
Reading is a creative act: it cannot happen
automatically, and it cannot happen passively.
Any piece of writing is therefore as intimately
shaped by the reader’s imagination, their memories,
their intelligence, their disposition and their state of
mind, as by the writer’s.
ELEANOR CATTON

DESIGN FOR EXPERIENCE
Participatory design makes everyday people, such as users, an
integral part of the design process, especially at the early front
end.
Experience design has emerged recently as a new discipline in
response to the new information and communication
technologies. But I will argue that there is no such thing as
experience design. Experiencing is in people and you can’t
design it for someone else. You can, however, design
for experiencing.
http://www.maketools.com/articles-papers/NewDesignSpace_Sanders_01.pdf
LIZ SANDERS

DESIGN ACROSS THE GAPS
LECTURES
PERSONAL
LEARNING
NETWORK
TUTORIALS
LMS
COURSE
SITE
SUPPORT
SERVICES
MOBILE APPPEER LEARNING
LABSWORK
PLACEMENTS

LX DESIGN CAN HAPPEN AT
ANY LEVEL/SCALE

SMALL CHANGES ARE FINE:
MIKE WESCH’S SYLLABUS

DISCOVER DEFINE DEVELOP DELIVER
USER EMPATHY
Learner & stakeholder
interviews
Learner observation
Learning analytics
Persona
CHALLENGE DEFINITION
Workshops
Affinity diagramming
Scenario mapping
How might we…?
Challenge statements
RESEARCH
Technology research
Competitor analysis
Service design blueprint
Learner &
stakeholder driven
design research
Gain insights and
define challenges
Develop possible
learning solutions
through iteration
Improve and
optimize final learner
experience
TESTING
Usability testing
A/B testing
User observations & interviews
Generalchallenge
Specificchallenge
Specificsolution
PROTOTYPING
Paper prototyping
Journey mapping
User testing
Service design blueprint
Information architecture
IMPLEMENT
Feedback loops
A/B testing
Learning analytics
IDEA GENERATION
Sketching
Storyboarding
Scenario mapping

USER RESEARCH IN ACTION
https://www.youtube.com/watch?v=szr0ezLyQHY

WHY PERSONA? TO AVOID ZOMBIE PERSONA
•  They thrive in obscurity
•  They’re not really
“alive” (to the project)
and, at the same time,
they’re hard to kill
•  They don’t seem that
dangerous, but they’ll
eat the brains of your
project team

DEFINING A CHALLENGE TO
ADDRESS

PROBLEM STATEMENT
I am [persona name, 3 characteristics].
I am trying to [outcome/job/task], but
[problem/barrier] because [root cause].
This makes me feel [emotion].

HOW MIGHT WE….?
From Stanford d.school

ON SKETCHING
“Your sketch is your first
minimum viable product.”
CATHERINE HILLS

TRY IT: IDEA SLAM
•  Individually: It is difficult for teachers to alert students to
relevant news stories as they happen. How would you solve
this?
•  Take several sheets and fold them over. Use right side for
title and description. Left side for your sketch.
•  For a few minutes: Get as many of your ideas down as you
can. 1 idea per sheet
•  3 mins: Share your ideas with your table
•  2 mins: Iterate on own and other’s idea. Sketch some more.

SIMILAR TECHNIQUES
•  Journey mapping (emotional)
•  Scenario mapping (narrative)
•  Service Design Blueprint (channels)

From https://sustainableservice.wordpress.com
Keeping Graduates Green
JOURNEY MAPPING

LEARNER JOURNEY MAPPING –
GETTING STARTED

WHEN DO YOU USE JOURNEY MAPPING?
•  For an existing product, object or service
•  To get an overview of all the elements
and stakeholders
•  To map all the touch points
•  To identify emotions associated with
interactions
•  To identify pain points

WHEN DO YOU USE JOURNEY MAPPING?
For a new product, object or service to be
designed, developed and implemented:
•  To get a common understanding of aspiring
experience for all members of design &
development team
•  To identify touch points
•  To identify channels
•  To identify priorities for the development
•  To act as a prototype

WHY DO YOU USE JOURNEY MAPPING?
•  To map all the bricks in your bricolage
(even those beyond your control)
•  To step away from your medium
•  To design across the gaps
•  To facilitate conversation
•  To facilitate collaboration

MAP THE LEARNER PATH & TOUCH
POINTS

MAP THE LEARNER PATH & TOUCH
POINTS
JOIN IN.
DESIGN AN
INTRODUCTION
FORUM ACTIVITY

MAP THE PATHS & TOUCH POINTS OF
OTHER STAKEHOLDERS & CHANNELS

IDENTIFY OPPORTUNITIES & BARRIERS

From
http://madebymany.com/blog/we-re-building-the-next-stage-of-picle

Pre Start Week
2-6
Week
7-10
Week
11-12
End &
post
LMS Wiki is
tricky to
participa
te in!
Conten
t
Early
access ☺
Teacher Picture &
intro video
☺
No
involvemen
t in review
!
Peers No
icebreaker
!

OUR VE EXPRESS LEARNER
JOURNEY MAP

THE TEAM
•  Joyce Seitzinger
•  Mark Smithers
Lecturers
•  Annette Cook
•  Nicola Hardy
Digital Learning Team
•  Spiros Soulis
•  Angela Nicolettou
•  Eloise Acuna

USER RESEARCH IN INITIAL
3 HOUR MAPPING SESSION

FURTHER RESEARCH TO INFORM
DIGITAL COLLABORATIVE MAP

ADDRESS THE PAIN POINTS:
IMPROVED COMMUNICATION
CHANNELS

ON PROTOTYPING
“If a picture is worth a 1000
words, a prototype is worth a
1000 meetings.”
TOM & DAVID KELLEY

PROTOTYPING
•  What is the minimum you can rapidly
create?
•  Get something in front of people
•  Get feedback
•  Create a new prototype

PROTOTYPING WIREFRAMES:
HIGH FIDELITY

TRY IT: PROTOTYPING ON PAPER
•  Trace the outline of your phone on paper
•  Sketch an app for … ?

US AS EXPERIENCE DESIGN
ORGANISATIONS

EXPERIENCE DESIGNER IS NOT A
DESIGNER

DIFFERENT WAYS OF
COLLABORATING

GET PROJECT DESIGN TEAMS, BUT
MIND CHICKENS AND PIGS

MAYBE WE NEED LEARNING
EXPERIENCE ARCHITECTS
http://www.lxdesign.co/2016/04/you-just-might-be-a-
learning-experience-architect/

GET A MINI LX DESIGN TOOLKIT
•  Poster of LX Double Diamond
•  Handouts to get started on User Research:
User interviews, Empathy Maps and
Persona
•  Lean LX Cycle
http://tinyurl.com/vcd-lxtoolkit

STAY IN TOUCH
www.academictribe.co
@catspyjamasnz @academictribe #lxdesign
Facebook.com/academictribe
Search: lxdesign
joyce@academictribe.co

We are all learner experience designers #VDCTLC16

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We are all learner experience designers #VDCTLC16