Abstract
Journey maps are graphical and textual representations that intend to outline an experience over time with a product, a system or a service (Kalbach 2016). In this article, we first describe how this visualization tool is used in interaction design. Secondly, through two case studies, we describe two innovative ways of using this tool. In the first case study, we present the pedagogical journey map, a journey mapping approach meant to be used by teachers as a collaborative design tool to support the creation of pedagogical activities. In the second case study, we introduce the project planning journey map, used as both a prospective and retrospective project planning tool to help student designers plan and reflect on their design process. This paper is meant to support the use of the journey map as a prospective design method by academics and practitioners (from fields such as interaction design, user experience design, prospective ergonomics, education, and engineering) addressing issues related to the design of innovative products and services.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsNotes
- 1.
Those tools are much easier to understand than other process modeling tools such as BPMN (Business process modeling notation) or UML (Unified Modeling Language), not suited for non-experts.
- 2.
PREMaTT: Penser les Ressources de l’Enseignement des Mathématiques dans un Temps de Transition, (http://ife.ens-lyon.fr/ife/recherche/groupes-de-travail/prematt).
- 3.
The uniqueness of PREMaTT lies in the fact that it questions the continuity of the mathematics program between elementary and secondary school, in connection with new programs that introduce new school cycles, in particular the cycle 3 which includes the last two years of elementary school and the first year of middle school. The choice of algebra induces heterogeneity between elementary and middle school teachers in relation to the knowledge of the discipline. Middle school teachers are specialists in their teaching discipline and therefore master the underlying mathematical knowledge, which is often not the case for elementary school teachers because of their versatility. Despite the fact that algebra is not part of the curriculum at the primary level, research tends to show the benefits of early learning of pre-algebraic reasoning that would facilitate learning of algebra concepts at the secondary level (Kieran et al. 2016).
- 4.
The activity is built on a (socio)constructivist approach where student is at the center of the learning process.
- 5.
As the number of the step gets larger, it becomes necessary to generalize using a method that can be expressed in natural language or by means of a formula in which letter is introduced. This input activity in algebra allows students to be active in the construction of their knowledge with the aim of finding a way to calculate the number of matches to build any step of the pattern, or even to produce a formula.
- 6.
To do so, we used Google Slides because the software was meeting the needs of the project: access to documents by all, familiarity of the software, capacity to collaborate and connection with the teacher’s individual, digital and social practices.
- 7.
Isabelle Sperano and Jacynthe Roberge.
- 8.
- 9.
References
Aigner W, Miksch S, Schumann H, Tominski C (2011) Visualization of time-oriented data. Springer, London, New York. https://doi.org/10.1007/978-0-85729-079-3
Badre AN (2002) Shaping web usability: interaction design in context. Addison-Wesley Professional, Boston
Bitner MJ, Ostrom AL, Morgan FN (2008) Service blueprinting: a practical technique for service innovation. Calif Manag Rev 50(3):66–94. https://doi.org/10.2307/41166446
Boag P (2015) All you need to know about customer journey mapping. https://www.smashingmagazine.com/2015/01/all-about-customer-journey-mapping/. Accessed 6 Nov 2017
Bonnardel N (2012) Designing future products: what difficulties do designers encounter and how can their creative process be supported? Work 41:5296–5303. https://doi.org/10.3233/WOR-2012-0020-5296
Bradley MM, Lang PJ (1994) Measuring emotion: the self-assessment manikin and the semantic differential. J Behav Ther Exp Psychiatry 25(1):49–59. https://doi.org/10.1016/0005-7916(94)90063-9
Brown D (2010) Communicating design: developing web site documentation for design and planning, 2nd edn. New Riders Press, Berkeley
Card S (2004) Forword. In: Ware C (ed) Information visualization, second edition: perception for design, 2nd edn. Morgan Kaufmann
Cooper A, Reimann R, Cronin D, Noessel C (2014) About face: the essentials of interaction design, 4th edn. Wiley, Indianapolis
Cross N (2008) Engineering design methods: strategies for product design, 4th edn. Wiley, Indianapolis
Dove L, Reinach S, Kwan I (2016) Lightweight journey mapping: the integration of marketing and user experience through customer driven narratives. In: Proceedings of the 2016 CHI conference extended abstracts on human factors in computing systems. ACM, New York, pp 880–888. https://doi.org/10.1145/2851581.2851608
Ekman P (1992) Facial expressions of emotion: new findings, new questions. Psychol Sci 3(1):34–38. https://doi.org/10.1111/j.1467-9280.1992.tb00253.x
Fiore SM, Schooler JW (2004) Process mapping and shared cognition: teamwork and the development of shared problem models. In: Salas E, Fiore SM (eds) Team cognition: understanding the factors that drive process and performance. American Psychological Association, Washington, pp 133–152. https://doi.org/10.1037/10690-007
Garrett JJ (2011) The elements of user experience: user-centered design for the web, 2nd edn. Peachpit Press, Berkeley
Goodwin K, Cooper A (2009) Designing for the digital age: how to create human-centered products and services. Wiley, Indianapolis
Grocki M (2014) How to create a customer journey map, 16 Sept 2014. https://uxmastery.com/how-to-create-a-customer-journey-map/. Accessed 6 Nov 2017
Hartson R, Pyla PS (2012) The UX book: process and guidelines for ensuring a quality user experience. Elsevier, Oxford
Howard T (2014) Journey mapping: a brief overview. Commun Des Q 2(3):10–13. https://doi.org/10.1145/2644448.2644451
IDEO (2012) Design thinking for educators. http://designthinkingforeducators.com/
Iliinsky NPN, Steele J (2011) Designing data visualizations. O’Reilly, Sebastopol
Kalbach J (2016) Mapping experiences: a complete guide to creating value through journeys, blueprints, and diagrams. O’Reilly Media, Sebastopol
Kaplan K (2016) When and how to create customer journey maps. https://www.nngroup.com/articles/customer-journey-mapping/. Accessed 6 Nov 2017
Kieran C, Pang J, Schifter D, Ng SF (2016) Early algebra: research into its nature, its learning, its teaching. Springer International Publishing. www.springer.com/gp/book/9783319322575
Komninos A (2018) Customer journey maps - walking a mile in your customer’s shoes. https://www.interaction-design.org/literature/article/customer-journey-maps-walking-a-mile-in-your-customer-s-shoes. Accessed 29 Mar 2018
Plutchik R (1980) Emotion: a psychoevolutionary synthesis. Harper & Row, New York
Polaine A, Løvlie L, Reason B (2013) Service design: from insight to implementation. Rosenfeld Media, Brooklyn
Rittel HWJ, Webber MM (1973) Dilemmas in a general theory of planning. Policy Sci 4(2):155–169. https://doi.org/10.1007/BF01405730
Robert J-M, Brangier E (2009) What is prospective ergonomics? A reflection and a position on the future of ergonomics. In: Karsh B-T (ed) Ergonomics and health aspects of work with computers, vol 5624. Springer, Berlin, pp 162–169
Rowe PG (1991) Design thinking. The MIT Press, Massachusetts
Samadzadeh S (2015) Customer journey map or service blueprint? http://www.cooper.com/journal/2015/5/journey-map-or-service-blueprint. Accessed 8 Apr 2018
Schön DA (1988) Designing: rules, types and worlds. Des Stud 9(3):181–190. https://doi.org/10.1016/0142-694X(88)90047-6
Sedig K, Parsons P (2016) Design of visualizations for human-information interaction: a pattern-based framework. Synth Lect Vis 4(1):1–185. https://doi.org/10.2200/S00685ED1V01Y201512VIS005
Shneiderman B (2011) Foreword. In: Aigner W (ed) Visualization of time-oriented data. Springer, London, New York. http://dx.doi.org/10.1007/978-0-85729-079-3
Shostack GL (1977) Breaking free from product marketing. J Mark 41(2):73. https://doi.org/10.2307/1250637
Shostack GL (1984) Designing services that deliver. Harvard Bus Rev 62(1):132–139
Shostack GL (1987) Service positioning through structural change. J Mark 51(1):34. https://doi.org/10.2307/1251142
Watson D, Anna L, Tellegen A (1988) Development and validation of brief measures of positive and negative affect: the PANAS scales. J Pers Soc Psychol 54(6):1063–1070
Yücetürk S, Obaid M, Yantaç AE (2016) Probing human-soundscape interaction using observational user experience methods. In: Proceedings of the 9th Nordic conference on human-computer interaction. ACM, New York, pp 33:1–33:4. https://doi.org/10.1145/2971485.2971495
Acknowledgment
We want to thank the PRÉMATT team:
Researchers. Luc Trouche, Mohammad Alturkmani, Sylvie Coppé, Veronica Gitirana, Catherine Loisy, Takeshi Miyakawa, Georgios Psycharis, Marina Rafalskaia.
Student researchers. Katiane Rocha, Chongyang Wang et Luxizi Zhang.
Teachers. Claire Piolti-Lamorthe, Sophie Roubin, Yasmina Ben Ahmed, Myriem Aloulen, Véronique Berger, Olivier Bert, Anne-Sophie Cherpin, Cynthia Galou, Alexandra Goilard, Jean-Luc Martinez, Nadine Montes, Denis Roche, Caroline Roudot, Moran Vitry.
We also want to thank students from Maitrise en design d’interaction 2016–2017 at Université Laval, Québec enrolled in DES-6016 Projet d’intervention, for their participation in this research.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Sperano, I., Roberge, J., Bénech, P., Trgalova, J., Andruchow, R. (2019). Exploring New Usages of Journey Maps: Introducing the Pedagogical and the Project Planning Journey Maps. In: Bagnara, S., Tartaglia, R., Albolino, S., Alexander, T., Fujita, Y. (eds) Proceedings of the 20th Congress of the International Ergonomics Association (IEA 2018). IEA 2018. Advances in Intelligent Systems and Computing, vol 824. Springer, Cham. https://doi.org/10.1007/978-3-319-96071-5_99
Download citation
DOI: https://doi.org/10.1007/978-3-319-96071-5_99
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-96070-8
Online ISBN: 978-3-319-96071-5
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)