Advertisement

Exploring New Usages of Journey Maps: Introducing the Pedagogical and the Project Planning Journey Maps

  • Isabelle Sperano
  • Jacynthe Roberge
  • Pierre Bénech
  • Jana Trgalova
  • Robert Andruchow
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 824)

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.

Keywords

Journey map Visualization Design method Innovation User experience 

Notes

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.

References

  1. Aigner W, Miksch S, Schumann H, Tominski C (2011) Visualization of time-oriented data. Springer, London, New York.  https://doi.org/10.1007/978-0-85729-079-3CrossRefGoogle Scholar
  2. Badre AN (2002) Shaping web usability: interaction design in context. Addison-Wesley Professional, BostonGoogle Scholar
  3. 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/10.2307/41166446CrossRefGoogle Scholar
  4. 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
  5. 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-2012-0020-5296CrossRefGoogle Scholar
  6. 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)90063-9CrossRefGoogle Scholar
  7. Brown D (2010) Communicating design: developing web site documentation for design and planning, 2nd edn. New Riders Press, BerkeleyGoogle Scholar
  8. Card S (2004) Forword. In: Ware C (ed) Information visualization, second edition: perception for design, 2nd edn. Morgan KaufmannGoogle Scholar
  9. Cooper A, Reimann R, Cronin D, Noessel C (2014) About face: the essentials of interaction design, 4th edn. Wiley, IndianapolisGoogle Scholar
  10. Cross N (2008) Engineering design methods: strategies for product design, 4th edn. Wiley, IndianapolisGoogle Scholar
  11. 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
  12. 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.xMathSciNetCrossRefGoogle Scholar
  13. 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
  14. Garrett JJ (2011) The elements of user experience: user-centered design for the web, 2nd edn. Peachpit Press, BerkeleyGoogle Scholar
  15. Goodwin K, Cooper A (2009) Designing for the digital age: how to create human-centered products and services. Wiley, IndianapolisGoogle Scholar
  16. 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
  17. Hartson R, Pyla PS (2012) The UX book: process and guidelines for ensuring a quality user experience. Elsevier, OxfordGoogle Scholar
  18. Howard T (2014) Journey mapping: a brief overview. Commun Des Q 2(3):10–13.  https://doi.org/10.1145/2644448.2644451CrossRefGoogle Scholar
  19. IDEO (2012) Design thinking for educators. http://designthinkingforeducators.com/
  20. Iliinsky NPN, Steele J (2011) Designing data visualizations. O’Reilly, SebastopolGoogle Scholar
  21. Kalbach J (2016) Mapping experiences: a complete guide to creating value through journeys, blueprints, and diagrams. O’Reilly Media, SebastopolGoogle Scholar
  22. Kaplan K (2016) When and how to create customer journey maps. https://www.nngroup.com/articles/customer-journey-mapping/. Accessed 6 Nov 2017
  23. 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
  24. 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
  25. Plutchik R (1980) Emotion: a psychoevolutionary synthesis. Harper & Row, New YorkGoogle Scholar
  26. Polaine A, Løvlie L, Reason B (2013) Service design: from insight to implementation. Rosenfeld Media, BrooklynGoogle Scholar
  27. Rittel HWJ, Webber MM (1973) Dilemmas in a general theory of planning. Policy Sci 4(2):155–169.  https://doi.org/10.1007/BF01405730CrossRefGoogle Scholar
  28. 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 162–169CrossRefGoogle Scholar
  29. Rowe PG (1991) Design thinking. The MIT Press, MassachusettsGoogle Scholar
  30. 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
  31. Schön DA (1988) Designing: rules, types and worlds. Des Stud 9(3):181–190.  https://doi.org/10.1016/0142-694X(88)90047-6CrossRefGoogle Scholar
  32. 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/S00685ED1V01Y201512VIS005CrossRefGoogle Scholar
  33. 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
  34. Shostack GL (1977) Breaking free from product marketing. J Mark 41(2):73.  https://doi.org/10.2307/1250637CrossRefGoogle Scholar
  35. Shostack GL (1984) Designing services that deliver. Harvard Bus Rev 62(1):132–139Google Scholar
  36. Shostack GL (1987) Service positioning through structural change. J Mark 51(1):34.  https://doi.org/10.2307/1251142CrossRefGoogle Scholar
  37. 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):1063–1070CrossRefGoogle Scholar
  38. 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

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Isabelle Sperano
    • 1
  • Jacynthe Roberge
    • 2
  • Pierre Bénech
    • 3
  • Jana Trgalova
    • 4
  • Robert Andruchow
    • 1
  1. 1.MacEwan UniversityEdmontonCanada
  2. 2.Université LavalQuébecCanada
  3. 3.École Normale Supérieure de LyonLyonFrance
  4. 4.Université Claude Bernard Lyon 1 et École Normale Supérieure de LyonLyonFrance

Personalised recommendations