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User, User: Who Art Thou?

User, User: Who Art Thou?. WHO ARE USERS?. WHO ARE USERS?. WHO ARE USERS?. WHO ARE USERS?. What information to capture Who & what will you ask Where Observe Record. CONTEXTUAL INQUIRY.

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User, User: Who Art Thou?

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  1. User, User: Who Art Thou?

  2. WHO ARE USERS?

  3. WHO ARE USERS?

  4. WHO ARE USERS?

  5. WHO ARE USERS? • What information to capture • Who & what will you ask • Where • Observe • Record

  6. CONTEXTUAL INQUIRY ‘ We need to find out what our customer and user actually want and expect...& how they think’

  7. CONTEXTUAL INQUIRY

  8. CUSTOMER JOURNEY MAPS ’A Customer journey map visually details the route customers take, & their touchpoints… as customers interact with web sites, applications, products & services…

  9. CUSTOMER JOURNEY MAPS

  10. CUSTOMER JOURNEY MAPS

  11. CUSTOMER JOURNEY MAPS Courtesy Christopher Pucher – EhsanZamani CUAS, Villach Austria

  12. CUSTOMER JOURNEY MAPS Courtesy Michael Janach | DominikHolzmannCUAS, Villach Austria

  13. CUSTOMER JOURNEY MAPS Courtesy Michael Janach | DominikHolzmannCUAS, Villach Austria

  14. CUSTOMER JOURNEY MAPS .…create a positive user experience

  15. SUMMARY Use of Customer Journey and Experience Maps helps deliver pleasing experiences … allowing customers to achieve their goals.

  16. REFERENCES Sandler, John ICELW 2012 Proceedings www.dilbert.com CONTACT johnsandler@fastmail.fm @greyrab (Twitter)

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