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

Lallemand, Carine; Lauret, Jessie; Drouet, Luce

doi:10.1145/3491101.3519630

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

Lallemand, Carine; Lauret, Jessie; Drouet, Luce

2022 • In Proceedings of the Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems

Peer reviewed

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https://hdl.handle.net/10993/50542

DOI
10.1145/3491101.3519630

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Abstract :

[en] 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.

Disciplines :

Social & behavioral sciences, psychology: Multidisciplinary, general & others

Author, co-author :

Lallemand, Carine ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences (FHSE) > Department of Behavioural and Cognitive Sciences (DBCS)

Lauret, Jessie

Drouet, Luce ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences (FHSE) > Department of Behavioural and Cognitive Sciences (DBCS)

External co-authors :

yes

Language :

English

Title :

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

Publication date :

April 2022

Event name :

ACM CHI 2022 Conference on Human Factors in Computing Systems

Event place :

New Orleans, United States

Event date :

From 29-04-2022 to 05-05-2022

Audience :

International

Main work title :

Proceedings of the Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems

Peer reviewed :

Peer reviewed

Available on ORBilu :

since 10 March 2022

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Bibliography

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