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Experience Maps

Use Experience Maps to understand and visualise the current experience

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Experience Maps

Detail the steps involved in the current experience to identify pain points and opportunities ​to improve a service

An experience map illustrates the different touchpoints through which a user interacts with your organisation, product or service. ​

It is designed to give stakeholders more understanding of – and empathy for – customers as it highlights the steps they take, noting difficulties, pain points and other experiences along the way.

The experience depicted in the map tells an engaging story, supported by accompanying emotions and attitudes.​

To create the map we first define each service touchpoint, online and offline, that a particular user (or group of users) experiences. We then visually connected the touchpoints to represent the end-to-end customer experience.

Opportunities for service improvement may be annotated onto these maps as well. The data presented on the map is determined by available user research insights.

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The U1 Toolkit

To provide you with the clearest possible insights and help you deliver real outcomes, we tailor each project to include the right methods and activities from our extensive toolkit.

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Business Discovery

 

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Workshops

 

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Whiteboard Sessions

 

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Quantitative Surveys

 

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Depth Interviews

 

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Contextual Interviews

 

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Contextual Observation

 

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Mobile Ethnography

 

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Diary Study

 

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Card Sorting

 

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IA Validation

 

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Usability Testing

 

Moderated Usability Testing

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Online Usability Testing

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Service Walkthrough

 

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True Intent Online Study

 

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Interaction Design

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Persona Development

 

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Experience Maps

 

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User Journeys

 

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Digital Strategy

 

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Outsourcing Research

 

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