June 10, 2016

Event Title

Journey Mapping for Enhanced User Experience

Start Date

6-10-2016 2:30 PM

End Date

6-11-2016 3:00 PM

Description

Journey Mapping for Enhanced User Experience Journey mapping plots a process or service to produce a visual representation of a library transaction from the point at which the student accesses a service to its final resolution. Service scenarios are identified, and maps are produced that reflect the journey from the student's point of view. The map is then used to develop an "ideal" journey and to explore changes that would improve the service experience. The use of journey mapping or blueprinting is based on an innovative approach to library users recently reported from the Center for American Progress (Ostrom et al. 2011). This report serves as a basis for a new way of looking at the academic experience, one that reimagines educational offerings and service from the student's point of view. Further, it partners with students to learn about and eliminate student pain points.

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Jun 10th, 2:30 PM Jun 11th, 3:00 PM

Journey Mapping for Enhanced User Experience

Journey Mapping for Enhanced User Experience Journey mapping plots a process or service to produce a visual representation of a library transaction from the point at which the student accesses a service to its final resolution. Service scenarios are identified, and maps are produced that reflect the journey from the student's point of view. The map is then used to develop an "ideal" journey and to explore changes that would improve the service experience. The use of journey mapping or blueprinting is based on an innovative approach to library users recently reported from the Center for American Progress (Ostrom et al. 2011). This report serves as a basis for a new way of looking at the academic experience, one that reimagines educational offerings and service from the student's point of view. Further, it partners with students to learn about and eliminate student pain points.