The Anatomy of an Experience Map

Experience maps have become more prominent over the past few years, largely because companies are realizing the interconnectedness of the cross-channel experience. It’s becoming increasingly useful to gain insight in order to orchestrate service touchpoints over time and space.

But I still see a dearth of quality references. When someone asks me for examples, the only good one I can reference is nForm’s published nearly two years ago. However, I believe their importance exceeds their prevalence.

I’m often asked what defines a good experience map. You could call an experience map a deliverable, although, as the current 4-letter word of UX, that may make some people gag a little bit. But really, it’s a model. A model on steroids. It’s an artifact that serves to illuminate the complete experience a person may have with a product or service.

Experience maps have become more prominent over the past few years, largely because companies are realizing the interconnectedness of the cross-channel experience. It’s becoming increasingly useful to gain insight in order to orchestrate service touchpoints over time and space.

But I still see a dearth of quality references. When someone asks me for examples, the only good one I can reference is nForm’s published nearly two years ago. However, I believe their importance exceeds their prevalence.

I’m often asked what defines a good experience map. You could call an experience map a deliverable, although, as the current 4-letter word of UX, that may make some people gag a little bit. But really, it’s a model. A model on steroids. It’s an artifact that serves to illuminate the complete experience a person may have with a product or service.

Load article and continue reading - 7 min read