Links for 2011-12-01

  • The Anatomy of an Experience Map [Adaptive Path - Nov 30, 2011] – 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.
  • Using Storyboards and Sentiment Charts to Quantify Customer Experience [UXmatters - Nov 07, 2011] – In the fields of user experience and service design, we use storyboards to illustrate our solutions, so clients can walk in the shoes of their customers, staff, or community and see our solutions as we see them. Storyboards are appealing at an aesthetic level, but are trickier to use in persuading clients who are more used to cold, hard numbers, charts, and tables. Offering more tangible measures of customer sentiment helps clients make connections between the experiences we depict and the sorts of technology, financial, and resource decisions that are necessary to make those experiences happen.
  • Team WhiteBoarding with Twiddla – Painless Team Collaboration for the Web – Mark up websites, graphics, and photos, or start brainstorming on a blank canvas. Browse the web with your friends or make that conference call more productive than ever. No plug-ins, downloads, or firewall voodoo – it’s all here, ready to go when you are. Browser-agnostic, user-friendly.