Physical Journey Maps: Staging Users' Experiences to Increase Stakeholders' Empathy towards Users

Carine Lallemand, Jessie Lauret, Luce Drouet

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

7 Citations (Scopus)

Abstract

Customer Journey Mapping is a widespread service design tool that synthesizes and communicates user research insights to stakeholders. In its common form, a journey map is a synthetic (typically non-interactive) visualization of the key steps of the users' experience with a service or product. By decomposing the elements of a journey map and staging them under the form of a physical and interactive installation, we intend to leverage the power of journey mapping to break silos and prompt employees within an organization to discover end-users journeys in a compelling and empathic way. This aims to support the user-centered maturity of the organization by developing employees' curiosity and empathy towards users. We illustrate this approach through a case study on railway passengers' experiences. We explore the value of richer transfers of user research insights through physical journey maps and discuss design processes and mediums enabling journey maps to come to life.

Original languageEnglish
Title of host publicationCHI 2022 - Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems
PublisherAssociation for Computing Machinery, Inc
ISBN (Electronic)9781450391566
DOIs
Publication statusPublished - 27 Apr 2022
Event2022 Conference on Human Factors in Computing Systems, CHI 2022 - Virtual, Online, United States
Duration: 30 Apr 20225 May 2022

Conference

Conference2022 Conference on Human Factors in Computing Systems, CHI 2022
Country/TerritoryUnited States
CityVirtual, Online
Period30/04/225/05/22

Bibliographical note

Publisher Copyright:
© 2022 Owner/Author.

Keywords

  • Customer journey mapping
  • Data physicalization
  • Empathy
  • Experience mapping
  • User research method

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