SXSW 2012 - Manufacturing Serendipity: How Mapping Moments Integrates Multichannel Experience

Manufacturing Serendipity: How Mapping Moments Integrates Multichannel Experience
Event	Interactive 2011
Format	Solo
Organizer	Zachary Jean Paradis – SapientNitro
Description	Just 15 years ago, the relationship between consumers and companies was relatively simple. And linear. Customers learned about products through one of a few channels–TV, radio, print, mailers or in stores. Competition was more limited and local. The web, mobile phones and digitally enabled social networks (remember The Well?) were experienced by a select few. Now? Competition has multiplied and globalized; communication channels and media have both exploded and fragmented; the world is more virtual, more “social”, more mobile and more context dependant than ever. As UEX strategists and professionals, it’s our job to help clients untangle this mess and make sense for consumers. This presentation will outline a series of tools and methods focused on modeling experiences, discovering “moments”–opportunities for organizations to make the greatest positive and negative impacts with their customers–and identifying critical communication “channel pairs” which allow for more straightforward and impactful experience design. Illustrations used will be pulled both the professional and academic worlds.
Questions Answered	What is experience design and experience modeling? What are critical tools necessary to map experiences across channels? What are "moments" and channel pairs–how can they help identify critical parts of the overall user experience? How can we use these tools to define issue and opportunity areas for our stakeholders or clients? What are the major pitfalls to be concerned with when doing this kind of work?
Level	Intermediate
Category	User Experience
Tags	design, experience, multichannel

You might also like:

Manufacturing Serendipity: How Mapping Moments Integrates Multichannel Experience