Hi everyone in this video, we're going to be discussing user experience mapping. Now, the thing I love about user experience mapping is that it doesn't just show the stages and the phases of your company and the different components and where everything comes together. But it focuses on the interaction points and how that lines up with your customer and robust design needs. So a user experience map is definitely a great way to look at your corporate operations, where things fall through the cracks, how to bring everyone on track. And streamline operations to reduce your overhead and reduce the amount of redundancies in your corporate processes. It also gives you good insight into what the customer is thinking and feeling under different conditions. For this purpose we're going to look at from a hardware perspective, we're going to look at one of those little tools that you used to cut through a seatbelt and break a window. Okay, so when you've got one of these little tools from the user experience, they're not going to be able to get into the trunk there wearing a seatbelt and they need to be able to cut through it and get out of the car. The situation is the times they might need to do, it would be, let's just say the car drives into a lake or the car sets on fire and they're stuck. There are different sorts of situations, none of which are ideal if you need to cut through a seatbelt. So, the tool is going to have to cut through a seatbelt and be able to do that. It's also going to have to be able to break the glass because what do you do once you're out of your car seat, you need to be able to get out the window. And if you're in a lake, the door might not open because of water pressure. So being able to break it, that the little needle thing once it works like an EpiPen against the glass that will crack open, you can get out. However, depending on your customer, you may find that it needs to work a lot differently because if you're in a race car there or different sorts of straps, a harness you in. If it's an armored vehicle, the window is going to be a lot stronger and more tempered than a regular window. So know your customer base, you may need to make some adaptions to that little product and then appeal to different markets. So what is the user experience? I define the user experience is, finding the sweet spot between the needs of the users and the business and designing a product that fits the gap. Again, we go back and take a look at who our target market is. We do the house of quality, we look at their requirements and the specifications, how that meets matches up against our resources. You keep everything quantifiable and you see where there might be a mismatch or where it could give you an opportunity to expand into a new market. So for example, let's just say you do have that little seatbelt to cut thing like okay great well this little tool thing and let's just say your target market is armored vehicles. It's not going to cut through that glass but let's try it on say a regular street vehicle. Okay great, that's golden from a software perspective you also want to understand the technological knowledge of your customer base. So if you're say a molecular biologist and you've developed a tool or a geneticist and you're like, hey I've got a really great software tool or application that can be used for tracking DNA. And diversity and genetics and you want farmers to be able to use it. What is the education level? How technical are they? Do they require a lot more visualization of data then say somebody in your field who may be a data scientist and have a lot of experience. So know what the limitations are and also what the strengths are of your customer base. So what does mapping a user experience involve? So look at their tasks, how we do things changes as technology evolves as well. And no one operates just purely in the vacuum. So when you're developing a different tool technology, software service it's going to have to stay relevant and adapt and evolve in order to prevent obsolescence. And an example could be, for example, if you've got an application that will show open restaurants with a changing table. As a parent, I can tell you back when my kids were a little and there were bathrooms without changing tables that became very difficult to be able to make sure that I could find the right services. And especially for a lot of dads, it's even harder for them to find restrooms with changing tables for infants. But then when looking at the user experience now in the times of COVID, a lot of restaurants aren't even open. So an application that goes okay, this one is open during this stage. These are the different safety features involved. They do have hand sanitizer, they've got these things, this is where you take a look at which aspects of life have changed. And how do we need to make adaptions to ensure that we remain competitive because just being able to show restaurants on a map isn't useful anymore because you need to know if they're open. Went into Starbucks once and they wouldn't let me because they said it was COVID. Take into account the use of the product under non-ideal conditions. So non-ideal conditions could be with a little seatbelt, e-carry device. I know it's got a proper name, but that's what I'm calling it. It might work perfectly well in the case of a fire okay, great. Well my car is on fire, but how does it operate if the car is filling up with water, okay, well it works well if the car is filling up with water will break the window. But what happens then if your car goes into the water. But you're also stuck in the Colorado river versus basically peaceful little lake, you can have much bigger concerns than cutting your seatbelt. If your car goes into the Colorado river. However, when you start to look at these different sorts of non-ideal conditions, you can say, okay, well, I know it's going to work during daylight. So then a lot of these things are also fluorescent, like bright yellow. So a non-ideal condition could be, it happens late at night on a dark road. The cars lost power and you don't really know where. So some of these have involved little lights. Okay, it's able to do that or it's bright yellow, you might be able to see it through a certain amount of water with a certain amount of visibility and you can set the parameters. So what are the chances that the water is going to be somewhat able to be seen through versus how dark is it? He could really go down a rabbit hole. That's why I love robust design because non-ideal conditions are just a lot of fun to discuss. It's adventurous, so much show dead-end points, an integration points, where a lot of people go wrong with they're planning. And where I kind of see this the most, is people show, okay, my user experience map is illegible. No, that's not a map that's like showing different communities with no way to get from one community to another. Everything should have a road that connects and not a lot of dead-ends. Things will fall through the cracks. Where are the non-ideal conditions in your corporate processes where and your manufacturing processes, production ones, where you can get everything back on track. Because as you start going through all the different stages and components of your company, you're going to say, okay, well things won't get done if this situation happens and then it's just a dead-end okay. But how do you bring it back on track? How do you integrate it? How do you close a sale? How do you ensure that manufacturing is complete by a certain time? Because ultimately nothing should be completely like you should be able to keep your company going pretty much. So, again, focused on the interaction points. Look at it from the standpoint that if you're running a relay and you've got to pass the baton to somebody else, you might be totally fine with holding the baton. But when you go to pass it, that's where a lot of things can go wrong. So those interaction points are going to be your focus on the map. How to integrate? So here's an example of the user experience map. I really like user experience maps for a wide range of reasons. Now we're going to go through this a little bit more in depth in the future video. But when you go through the journey model you take a look at the qualitative and quantitative insights and what the customer is thinking and feeling. So in the instance of, hey let's just say a dad who has to change the baby, he might be frustrated because I mean babies they don't smell that great all the time and he may be on his way to work. He may be worried about running late, doesn't want to run into a whole bunch of different restaurants to try and find a restroom with a changing table, may go into one and see that's disgusting. So then you want to see reviews okay. He can see this is a reliable, this one has good reviews, it's clean. It's got a changing table, this hand sanitizer, all these sorts of features. So time what the customer is thinking and feeling, how to put their minds at ease. The case of the seatbelt cuddy thing. Somebody is going to be stressed or at least a normal person would be stressed if they drive into the Colorado river or a lake or their car is on fire. So you can't then, well you pull out this little tool box and then you open it and then having it attached to the keys right near the steering wheel where you can just yank it off and it's got that little classic, yank it cut out the window. That's going to be ideal because time is of the essence, you don't have time to like mess around on your phone, like how do I use this tool in something being intuitive is going to be key. When you're trying to appeal to also like different industries and people, you need to understand that technological skills. So understand how your customers interact with your product, how they're thinking and feeling, especially in stressful situations and use hypothesis testing again. Go back, it does this, yes, no. And engage your customer find out what their perspective is and how their lives are changing with the addition and subtraction of different sorts of tools and processes in their life. Thanks, right.
