Documents

UX Next: Analytics

Documents for UX can vary and be dependent on who will use them and what questions a document may addresses. Diagrams within the goals for value-centered design could be (depending on need): customer narratives, journey maps, experience maps, service blueprints, mental model diagrams and hierarchical or spatial maps, visual model with alignment diagrams – bringing coherency for a ‘common big picture’ which may describe goals and reveal opportunities. Often it isn’t the diagram itself that brings the benefit but the process of creating it.

A customer journey map uses customer narratives and customer data to plot their experience over time, mapping what they are doing, thinking, and feeling, and what they are interacting with along the way.

What journey maps and customer narratives don’t show is the internal workings of the organization.

A service blueprint is data visualization of how your company works; the deep, dark inner workings of how the things a customer experiences are actually produced.

Mental models give you a deep understanding of people’s motivations and thought processes along with the emotional and philosophical landscape in which they are operating.

The hierarchical maps, or the Information Architecture needs to consider what the user expects to see, as well as what content the organization wants to connect.