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16 to 18 May 2012
Lisbon, Portugal
Jamin Hegeman
Jamin Hegeman is a design director at Adaptive Path, where he leads project teams and helps define the creative practice. His work includes designing solutions in healthcare, education, finance, media, commerce, and social interaction for an array of clients, from large international organizations to startups.  Previously, he was a senior designer at Nokia, a master of design student at Carnegie Mellon University, a web consulting business owner, an editor, and a journalist. He also fried burgers at McDonald's, sold cigarettes at a 7-11, and tidied up the giftware section at Marshalls.

Jamin is a member of the Service Design Network Advisory Board. He contributed to the book This Is Service Design Thinking and frequently speaks about service design and design practice at conferences and workshops. He also organizes Service Design Drinks in San Francisco. Most importantly, he plays soccer, writes poetry, and makes beer.

Jamin Hegeman


Mapping the User Experience

As services become more interconnected across channels and devices--and more importantly across time and space--it's becoming increasingly important to find ways to gain insight about customers' interactions with your service.

Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person's life is appropriate, relevant, meaningful, and endearing.

In this presentation I'll talk about orchestrating touchpoints and their channels through experience maps. I'll review an experience mapping framework that includes key dimensions and how they're used for designing for a multi-touchpoint experience. The presentation will discuss the activities that feed the map so that it tells a tangible story, the key elements make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints. Experience maps are intended to be catalysts, not conclusions.

Thursday, 17 May @ 14:00-14:20
20 minutes
Auditorium II

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