That's what I'm going to talk about in this article! Let's go!
Posted: Sun Jan 19, 2025 10:25 am
There is a survey by CBInsights that you have probably seen around. It points out some reasons why startups fail, indicating that the biggest reason for this is delivering something that users do not need/use .
I believe that this has been changing a lot recently. We already have several techniques, courses, and experiences being shared at producer meetings. But this still does not prevent us from continuing to fail by delivering the wrong or unnecessary product. It is not enough to have all of this at hand if in the end we do not know how to align it to create value, hence the importance of experience mapping.
Experience Mapping Frameworks
I believe that many organizations genuinely want to create great experiences for their users. But for this to happen, it is essential to align what the company wants with what pe kazakhstan's basic information ople experience. When this does not happen, the impact ends up affecting the entire company : teams lack purpose and focus, the solutions to be built are far from reality, and people look much more at technology than experience and strategy.
People not only expect to solve their biggest pain points using a product or service, but they also want to see some benefit from it. Consequently, if they perceive that this benefit has value , they will always give something in return to continue having this experience. And this is when organizations need to capture what this value is and deliver the best offer .
But how can we identify and find the source of value in this relationship?
experience mapping
This value creation will always be at the intersection of human interactions and the organizations that provide the service or product. And the most effective way to identify this is by mapping experiences in diagrams .
It is worth making it clear that the focus here is not to be attached to a specific technique, but rather on how to use all available techniques to create this value alignment , connecting business objectives with a human-centered design.
A diagram can be any type of map that helps visualize the interactions between people, organizations, and the service that connects them. Today, there are a multitude of models that can be adapted according to your needs and context, such as:
Service Blueprints;
Customer Journey Maps;
Experience Maps;
Mental Model Diagram;
Spatial Maps.
I will briefly describe these, which I consider to be the main ones.
Service Blueprints
The Service Blueprint framework details the service offering , customer actions , and service provider processes at the bottom. In between all of this, we can visualize the interactions between the touchpoints .
Service Blueprint in experience mapping
Customer Journey Maps
The Customer Journey shows a person's complete experience , from making a choice (such as a decision to purchase a product or service, for example) to actually becoming a customer.
The interaction phases are listed at the top and the lines show parts of this experience such as: actions, mood, feelings, desired results, critical points, among others. And the bottom part shows the main activities that help support and respond to the customer.
Customer Journey for Experience Mapping
Experience Maps
These maps show user experiences in a certain domain . The top describes the experience a person has using a certain product or service, the bottom shows business opportunities, and interactions between users are in the middle of the map.
Experience Maps for experience mapping
Mental Model Diagram
This diagram explores users' behaviors , feelings, and motivations in more detail . They are usually large and can be printed out to be placed on an entire wall.
A horizontal line in the middle divides the diagram into two parts. The upper part shows the tasks and feelings, grouped by subject, called “towers” and divided into objective spaces. The lower part of the line describes how the objectives will be achieved through the products and services.
I believe that this has been changing a lot recently. We already have several techniques, courses, and experiences being shared at producer meetings. But this still does not prevent us from continuing to fail by delivering the wrong or unnecessary product. It is not enough to have all of this at hand if in the end we do not know how to align it to create value, hence the importance of experience mapping.
Experience Mapping Frameworks
I believe that many organizations genuinely want to create great experiences for their users. But for this to happen, it is essential to align what the company wants with what pe kazakhstan's basic information ople experience. When this does not happen, the impact ends up affecting the entire company : teams lack purpose and focus, the solutions to be built are far from reality, and people look much more at technology than experience and strategy.
People not only expect to solve their biggest pain points using a product or service, but they also want to see some benefit from it. Consequently, if they perceive that this benefit has value , they will always give something in return to continue having this experience. And this is when organizations need to capture what this value is and deliver the best offer .
But how can we identify and find the source of value in this relationship?
experience mapping
This value creation will always be at the intersection of human interactions and the organizations that provide the service or product. And the most effective way to identify this is by mapping experiences in diagrams .
It is worth making it clear that the focus here is not to be attached to a specific technique, but rather on how to use all available techniques to create this value alignment , connecting business objectives with a human-centered design.
A diagram can be any type of map that helps visualize the interactions between people, organizations, and the service that connects them. Today, there are a multitude of models that can be adapted according to your needs and context, such as:
Service Blueprints;
Customer Journey Maps;
Experience Maps;
Mental Model Diagram;
Spatial Maps.
I will briefly describe these, which I consider to be the main ones.
Service Blueprints
The Service Blueprint framework details the service offering , customer actions , and service provider processes at the bottom. In between all of this, we can visualize the interactions between the touchpoints .
Service Blueprint in experience mapping
Customer Journey Maps
The Customer Journey shows a person's complete experience , from making a choice (such as a decision to purchase a product or service, for example) to actually becoming a customer.
The interaction phases are listed at the top and the lines show parts of this experience such as: actions, mood, feelings, desired results, critical points, among others. And the bottom part shows the main activities that help support and respond to the customer.
Customer Journey for Experience Mapping
Experience Maps
These maps show user experiences in a certain domain . The top describes the experience a person has using a certain product or service, the bottom shows business opportunities, and interactions between users are in the middle of the map.
Experience Maps for experience mapping
Mental Model Diagram
This diagram explores users' behaviors , feelings, and motivations in more detail . They are usually large and can be printed out to be placed on an entire wall.
A horizontal line in the middle divides the diagram into two parts. The upper part shows the tasks and feelings, grouped by subject, called “towers” and divided into objective spaces. The lower part of the line describes how the objectives will be achieved through the products and services.