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Adaptive Path's Guide to Experience Mapping: A Deep Dive into User-Centric Design
Author: Jessica Enders, UX Researcher and Strategist with 15 years of experience in user-centered design, specializing in service design and experience mapping. Jessica has led numerous experience mapping workshops and projects, drawing heavily on the principles outlined in Adaptive Path's Guide to Experience Mapping.
Publisher: Rosenfeld Media, a leading publisher of books and resources focused on user experience (UX) design, interaction design, and information architecture. They are known for their high-quality, practitioner-focused content.
Editor: Kara Pernice, Senior UX Writer with extensive experience in editing and refining technical and design-related content for a wide range of audiences.
Keywords: Adaptive Path's Guide to Experience Mapping, experience mapping, user experience, UX design, customer journey mapping, service design, user research, empathy mapping, user flows, journey maps, touchpoints, user-centered design, adaptive path methodology
Abstract: This article provides a comprehensive overview of the principles and methodologies presented in Adaptive Path's Guide to Experience Mapping. We explore the core concepts, delve into various mapping techniques, and demonstrate how this influential guide has shaped the field of user experience design. We will examine how Adaptive Path's Guide to Experience Mapping provides a framework for understanding and improving user experiences across various touchpoints.
Understanding the Foundation: What is Adaptive Path's Guide to Experience Mapping?
Adaptive Path's Guide to Experience Mapping isn't a single, definitive book, but rather a body of work and methodology developed by the influential design consultancy, Adaptive Path (now part of Capital One). Their approach emphasizes a user-centric perspective, emphasizing deep understanding of users' needs, motivations, and frustrations throughout their interactions with a product or service. This understanding is then visually represented through various experience mapping techniques, facilitating collaboration, identifying pain points, and informing design decisions. The guide's strength lies in its practicality and adaptability; it offers a flexible framework that can be tailored to diverse projects and organizational contexts.
Core Methodologies within Adaptive Path's Guide to Experience Mapping
The "guide" is less a singular methodology and more a collection of best practices and techniques. Key elements include:
#### 1. Empathy Mapping:
Before even beginning to map the experience, Adaptive Path's Guide to Experience Mapping stresses the importance of understanding the user. Empathy mapping helps teams visualize the user's perspective by considering their thoughts, feelings, actions, and pain points. This ensures the mapping process is grounded in genuine user insights.
#### 2. User Journey Mapping:
This core technique visually represents the steps a user takes to achieve a specific goal. It includes touchpoints (interactions with the product or service), emotions felt at each stage, and potential pain points. Adaptive Path's Guide to Experience Mapping emphasizes the importance of clarity and ease of understanding in these maps, making them accessible to stakeholders across different departments.
#### 3. Service Blueprint:
For more complex services, service blueprints provide a more comprehensive view, encompassing the internal processes and touchpoints involved. These blueprints help align different teams and identify areas for improvement across the entire service ecosystem. Adaptive Path's Guide to Experience Mapping advocates for using service blueprints to bridge the gap between customer experience and operational efficiency.
#### 4. User Flows:
Often integrated into journey maps, user flows detail the specific steps a user takes within a particular feature or function. They offer a granular level of detail, ideal for understanding navigational challenges and optimizing interaction design. Adaptive Path's Guide to Experience Mapping highlights how user flows complement journey maps, providing a holistic understanding of user experience.
#### 5. Touchpoint Analysis:
Identifying and analyzing all points of interaction between the user and the product or service is critical. Adaptive Path's Guide to Experience Mapping encourages a comprehensive approach, considering both online and offline touchpoints to gain a complete picture.
Beyond the Techniques: Applying the Adaptive Path Philosophy
Beyond the specific methodologies, Adaptive Path's Guide to Experience Mapping emphasizes several crucial principles:
Collaboration: Experience mapping is a collaborative process, requiring input from diverse teams and stakeholders.
Iteration: Maps are not static documents; they are iterative tools that evolve as understanding of the user deepens.
Data-driven insights: Mapping should be grounded in user research data, ensuring that assumptions are validated.
Actionable insights: The ultimate goal is to use the insights gained from the maps to improve the user experience.
Case Study: Implementing Adaptive Path's Guide to Experience Mapping in a Real-World Project
Imagine a company redesigning its online banking platform. By following Adaptive Path's Guide to Experience Mapping, the team would first conduct user research to gather data on customer behaviors, needs, and pain points. This data would then inform the creation of empathy maps, user journey maps, and potentially service blueprints to visualize the entire customer experience, from account opening to bill payment. The maps would then be used to identify pain points, such as a confusing account management interface or a cumbersome bill payment process. This information would guide the redesign, resulting in a more user-friendly and efficient online banking experience.
Conclusion
Adaptive Path's Guide to Experience Mapping provides a robust and flexible framework for understanding and improving user experiences. By combining various mapping techniques with a strong emphasis on user-centricity, collaboration, and iterative development, organizations can effectively design products and services that meet user needs and drive business success. The enduring influence of Adaptive Path's work continues to shape the field of UX design, providing a valuable foundation for creating exceptional user experiences.
FAQs
1. What is the difference between user journey mapping and customer journey mapping? While often used interchangeably, user journey mapping focuses specifically on the user's interaction with a product or service, while customer journey mapping considers the broader relationship with the brand, including marketing and sales touchpoints.
2. What tools can I use to create experience maps? Numerous tools are available, including Miro, Mural, Figma, and even simple tools like PowerPoint or Google Slides. The best choice depends on the project's complexity and team preferences.
3. How do I ensure my experience maps are actionable? Define clear goals for the mapping process, focus on identifying specific pain points and opportunities for improvement, and tie the insights directly to design decisions and implementation plans.
4. Who should be involved in creating experience maps? A multidisciplinary team, including designers, researchers, product managers, and representatives from relevant departments (e.g., customer service, marketing).
5. How often should experience maps be updated? Regularly, as the product or service evolves, user needs change, and new data becomes available. The frequency will depend on the project's scope and the rate of change.
6. Can experience mapping be used for B2B products? Absolutely! The principles and techniques apply equally well to business-to-business contexts, focusing on the experience of professionals interacting with the product or service.
7. What are some common mistakes to avoid when creating experience maps? Failing to conduct sufficient user research, creating maps that are too complex or difficult to understand, and failing to translate insights into actionable design decisions.
8. How can I measure the success of experience mapping? Track key metrics related to user satisfaction, task completion rates, and other relevant indicators to assess the impact of design changes based on the maps.
9. Is experience mapping a one-time activity? No, it's an ongoing process. Regularly review and update your experience maps to reflect changes in user needs and the product or service.
Related Articles:
1. "Beyond the Basics: Advanced Techniques in Experience Mapping": Explores more sophisticated techniques like emotional journey mapping and persona development for enriched mapping.
2. "Experience Mapping for Agile Teams": Focuses on integrating experience mapping into agile development methodologies.
3. "Measuring the ROI of Experience Mapping": Details methods for quantifying the impact of experience mapping on business outcomes.
4. "Experience Mapping for Mobile Applications": Addresses the unique considerations of mapping mobile user experiences.
5. "Using Experience Maps to Improve Customer Onboarding": Specifically focuses on applying experience mapping to improve the initial user experience.
6. "The Role of User Research in Effective Experience Mapping": Highlights the critical importance of user research data in informing accurate and insightful maps.
7. "Collaborative Experience Mapping: Best Practices for Team Success": Provides tips and techniques for optimizing team collaboration during the mapping process.
8. "Visualizing User Frustrations: Effective Pain Point Identification in Experience Maps": Delves into strategies for clearly identifying and representing user pain points in experience maps.
9. "From Experience Map to Design Solution: Bridging the Gap": Focuses on translating the insights gained from experience mapping into concrete design solutions.
| adaptive paths guide to experience mapping: Adaptive Path's Guide to Experience Mapping Adaptive Path, 2015-06-29 Increasingly, customers choose products and services based on the quality of the experiences they have with them. To prevent those experiences from breaking down, and to help organizations navigate cross-channel complexity, you need a map.Experience mapping is a strategic process of capturing and communicating complex customer interactions. The activity of mapping builds knowledge and consensus across your organization, and the map helps build seamless customer experiences.New challenges require new approaches. Map the experience to:>Make smarter decisions>Bring teams together>Build deeper empathy>Clarify the big picture |
| adaptive paths guide to experience mapping: Mapping Experiences Jim Kalbach, 2016-04-25 If you want to create products and services that provide real value, you should first identify touchpoints--areas where business and customer needs intersect. This practical book shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design. Author Jim Kalbach, Principal UX Designer with Citrix, introduces you to the principles behind alignment diagrams--a class of deliverable also known as experience mapping--using several examples. You'll learn how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals. Using alignment diagrams, you'll not only be able to orchestrate business-customer touchpoints, but also gain stakeholder support for a product or service that provides value to both your business and your customers. This book is ideal for product managers, marketers, customer experience professionals, and designers. |
| adaptive paths guide to experience mapping: A Guide to Service Blueprinting Nicholas Remis, Nick Remis, 2016-12-12 From essential elements to the finer points of evolution planning, this guide has everything you need to start creating and using your own service blueprints. |
| adaptive paths guide to experience mapping: Choice Hacking Jennifer L. Clinehens, 2020-06-16 What if you could use Nobel prize-winning science to predict the choices your customers will make? Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences. Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science. In Choice Hacking, you'll discover: - How to make sure your customer experience is designed for what people do (not what they say they'll do) - How to increase the odds that customers will make the right choice in any environment - How to design user experiences that drive action and engagement - How to create retail experiences that persuade and drive brand love - How brands like Uber, Netflix, Disney, and Starbucks apply these principles in their customer and user experiences Additional resources included with the book: - Access to free video Companion Course - Access to exclusive free resources, tools, examples, and use cases online Who will benefit from reading Choice Hacking? This book was written for anyone who wants to better understand customer and user decision-making. Whether you're a consultant, strategist, digital marketer, small business owner, writer, user experience designer, student, manager, or organizational leader, you will find immediate value in Choice Hacking. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency. She holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, and Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction To Customer Journey Mapping. To learn more about this book or contact the author, please visit ChoiceHacking.com |
| adaptive paths guide to experience mapping: Thinking Globally, Composing Locally Rich Rice, Kirk St.Amant, 2018-05-01 Thinking Globally, Composing Locally explores how writing and its pedagogy should adapt to the ever-expanding environment of international online communication. Communication to a global audience presents a number of new challenges; writers seeking to connect with individuals from many different cultures must rethink their concept of audience. They must also prepare to address friction that may arise from cross-cultural rhetorical situations, variation in available technology and in access between interlocutors, and disparate legal environments. The volume offers a pedagogical framework that addresses three interconnected and overarching objectives: using online media to contact audiences from other cultures to share ideas; presenting ideas in a manner that invites audiences from other cultures to recognize, understand, and convey or act upon them; and composing ideas to connect with global audiences to engage in ongoing and meaningful exchanges via online media. Chapters explore a diverse range of pedagogical techniques, including digital notebooks designed to create a space for active dialogic and multicultural inquiry, experience mapping to identify communication disruption points in international customer service, and online forums used in global distance education. Thinking Globally, Composing Locally will prove an invaluable resource for instructors seeking to address the many exigencies of online writing situations in global environments. Contributors: Suzanne Blum Malley, Katherine Bridgman, Maury Elizabeth Brown, Kaitlin Clinnin, Cynthia Davidson, Susan Delagrange, Scott Lloyd Dewitt, Amber Engelson, Kay Halasek, Lavinia Hirsu, Daniel Hocutt, Vassiliki Kourbani, Tika Lamsal, Liz Lane, Ben Lauren, J. C. Lee, Ben McCorkle, Jen Michaels, Minh-Tam Nguyen, Beau S. Pihlaja, Ma Pilar Milagros, Cynthia L. Selfe, Heather Turner, Don Unger, Josephine Walwema |
| adaptive paths guide to experience mapping: Orchestrating Experiences Chris Risdon, Patrick Quattlebaum, 2018-05-01 Customer experiences are increasingly complicated—with multiple channels, touchpoints, contexts, and moving parts—all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments. |
| adaptive paths guide to experience mapping: Mapping Experiences James Kalbach, 2020-11-23 Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence |
| adaptive paths guide to experience mapping: Mapping Experiences Jim Kalbach, 2016-04-25 Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models |
| adaptive paths guide to experience mapping: Research into Design for Communities, Volume 2 Amaresh Chakrabarti, Debkumar Chakrabarti, 2017-04-13 This book showcases cutting-edge research papers from the 6th International Conference on Research into Design (ICoRD 2017) – the largest in India in this area – written by eminent researchers from across the world on design process, technologies, methods and tools, and their impact on innovation, for supporting design for communities. While design traditionally focused on the development of products for the individual, the emerging consensus on working towards a more sustainable world demands greater attention to designing for and with communities, so as to promote their sustenance and harmony - within each community and across communities. The special features of the book are the insights into the product and system innovation process, and the host of methods and tools from all major areas of design research for the enhancement of the innovation process. The main benefit of the book for researchers in various areas of design and innovation are access to the latest quality research in this area, with the largest collection of research from India. For practitioners and educators, it is exposure to an empirically validated suite of theories, models, methods and tools that can be taught and practiced for design-led innovation. The contents of this volume will be of use to researchers and professionals working in the areas on industrial design, manufacturing, consumer goods, and industrial management. |
| adaptive paths guide to experience mapping: An Introduction to Service Design Lara Penin, 2018-05-17 A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of design and the disciplines that feed and result from it. Despite its intrinsic multidisciplinarity, service design is a new specialization of design in its own right. Responding to the challenges of and providing holisitic, creative and innovative solutions to increasingly complex contemporary societies, service design now represents an integrative and advanced culture of design. All over the world new design studios are defining their practice as service design while long established design and innovation consultancies are increasingly embracing service design as a key capacity within their offering. Divided into two parts to allow for specific reader requirements, Service Design starts by focusing on main service design concepts and critical aspects. Part II offers a methodological overview and practical tools for the service design learner, and highlights fundamental capacities the service design student must master. Combined with a number of interviews and case studies from leading service designers, this is a comprehensive, informative exploration of this exciting new area of design. |
| adaptive paths guide to experience mapping: Mental Models Indi Young, 2008-02-01 There is no single methodology for creating the perfect product—but you can increase your odds. One of the best ways is to understand users' reasons for doing things. Mental Models gives you the tools to help you grasp, and design for, those reasons. Adaptive Path co-founder Indi Young has written a roll-up-your-sleeves book for designers, managers, and anyone else interested in making design strategic, and successful. |
| adaptive paths guide to experience mapping: Adaptive Action Glenda H. Eoyang, Royce J. Holladay, 2013-04-17 Rooted in the study of chaos and complexity, Adaptive Action introduces a simple, common sense process that will guide you and your organization into reflective action. This elegant method prompts readers to engage with three deceptively simple questions: What? So what? Now what? The first leads to careful observation. The second invites you to thoughtfully consider options and implications. The third ignites effective action. Together, these questions and the tools that support them produce a dynamic and creative dance with uncertainty. The road-tested steps of adaptive action can be used to devise solutions and improve performance across multiple challenges, and they have proven to be scalable from individuals to work groups, from organizations to communities. In addition to laying out the adaptive action framework and clear protocols to support it, Glenda H. Eoyang and Royce J. Holladay introduce best practices from exemplary professionals who have used adaptive action to meet personal, professional, and political challenges in leadership, consulting, Alzheimer's treatment, evaluation, education reform, political advocacy, and cultural engagement—readying readers to employ this new toolkit to meet their own goals with a sense of ingenuity and flexibility. |
| adaptive paths guide to experience mapping: Tragic Design Jonathan Shariat, Cynthia Savard Saucier, 2017-04-19 Bad design is everywhere, and its cost is much higher than we think. In this thought-provoking book, authors Jonathan Shariat and Cynthia Savard Saucier explain how poorly designed products can anger, sadden, exclude, and even kill people who use them. The designers responsible certainly didn’t intend harm, so what can you do to avoid making similar mistakes? Tragic Design examines real case studies that show how certain design choices adversely affected users, and includes in-depth interviews with authorities in the design industry. Pick up this book and learn how you can be an agent of change in the design community and at your company. You’ll explore: Designs that can kill, including the bad interface that doomed a young cancer patient Designs that anger, through impolite technology and dark patterns How design can inadvertently cause emotional pain Designs that exclude people through lack of accessibility, diversity, and justice How to advocate for ethical design when it isn’t easy to do so Tools and techniques that can help you avoid harmful design decisions Inspiring professionals who use design to improve our world |
| adaptive paths guide to experience mapping: CX That Sings: An Introduction to Customer Journey Mapping Jennifer L. Clinehens , 2019-01-15 4.5/5 star rating on Goodreads - Includes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and Personas - All content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passages - Includes access to FREE video companion course launching July 6th on CXThatSings.com Do you know what makes your customers tick? This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. CX That Sings will guide you, step-by-step, through the mapping process. You’ll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. In CX That Sings, you’ll discover: - Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away - Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining - How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas - Free bonus material, including customer experience case studies - Free access to online resources What readers are saying: Very clear with lots of useful online resources. This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings. You can find more information about this book, additional materials, and supporting resources at CXThatSings.com |
| adaptive paths guide to experience mapping: Outside in Harley Manning, Kerry Bodine, 2012 For readers of Delivering Happiness and The New Gold Standard--a revolutionary approach to understanding and mastering the customer experience from Forrester Research. |
| adaptive paths guide to experience mapping: Clinical Decision Support for Pharmacogenomic Precision Medicine Beth Devine, Richard David Boyce, Kristin Wiisanen, 2022-06-14 Clinical Decision Support for Pharmacogenomic Precision Medicine: Foundations and Implementation offers overviews, methods and strategies for translating genomic medicine to clinical practice. The book's authors explore incorporating pharmacogenetics into electronic health records, CDS methods and infrastructure for delivery, economic evaluation, the hospital administrations' role and needs in integration, and patient counseling aspects. The book empowers clinicians, researchers, translational scientists, and data and IT experts to effectively navigate the complex landscape of CDS for pharmacogenomic precision medicine. Illustrative case studies of existing gene networks include CSER, eMERGE, the IGNITE network, DIGITIZE, the CDS Learning Network (RTI), ClinGen, Ubiquitous and CDS Hooks. - Offers an applied, case-driven discussion of CDS for pharmacogenomic precision medicine - Illustrates key concepts, contemporary developments, and future directions using examples of existing gene networks - Features contributions from leading voices in precision medicine and clinical decision support |
| adaptive paths guide to experience mapping: Meeting Design Kevin M. Hoffman, 2018-03-15 Meetings don’t have to be painfully inefficient snoozefests—if you design them. Meeting Design will teach you the design principles and innovative approaches you’ll need to transform meetings from boring to creative, from wasteful to productive. Meetings can and should be indispensable to your organization; Kevin Hoffman will show you how to design them for success. |
| adaptive paths guide to experience mapping: The Master Adaptive Learner William Cutrer, Martin Pusic, Larry D Gruppen, Maya M. Hammoud, Sally A. Santen, 2019-09-29 Tomorrow's best physicians will be those who continually learn, adjust, and innovate as new information and best practices evolve, reflecting adaptive expertise in response to practice challenges. As the first volume in the American Medical Association's MedEd Innovation Series, The Master Adaptive Learner is an instructor-focused guide covering models for how to train and teach future clinicians who need to develop these adaptive skills and utilize them throughout their careers. - Explains and clarifies the concept of a Master Adaptive Learner: a metacognitive approach to learning based on self-regulation that fosters the success and use of adaptive expertise in practice. - Contains both theoretical and practical material for instructors and administrators, including guidance on how to implement a Master Adaptive Learner approach in today's institutions. - Gives instructors the tools needed to empower students to become efficient and successful adaptive learners. - Helps medical faculty and instructors address gaps in physician training and prepare new doctors to practice effectively in 21st century healthcare systems. - One of the American Medical Association Change MedEd initiatives and innovations, written and edited by members of the ACE (Accelerating Change in Medical Education) Consortium – a unique, innovative collaborative that allows for the sharing and dissemination of groundbreaking ideas and projects. |
| adaptive paths guide to experience mapping: The Context Marketing Revolution Mathew Sweezey, 2020-03-24 In a world of limitless media noise, how can businesses break through to customers? Context. We are in the midst of a massive media revolution. For the first time in history, ordinary people around the world have the ability to create, distribute, and consume content instantly, from anywhere, using connected devices. The massive increase in media noise created by these consumers and devices creates an entirely new situation that makes conventional marketing models obsolete. And yet countless companies and marketing organizations continue to rely on traditional models, assuming that their campaigns will sway customers. They couldn't be more wrong. In this provocative and practical book, Salesforce marketing maven Mathew Sweezey boldly outlines this new infinite media environment and poses a profound question: In a transformed world where customers shape their own experience, what is the key to breaking through and motivating them to buy? It is context--the close linkage between an individual's immediate desires and the experiences a brand creates to fulfill them. Drawing on new research and new insights into current consumer psychology, Sweezey defines the five key elements of context. Customer experiences must be: Available: Helping people achieve the value they seek in the moment Permissioned: Giving people what they've asked for, on their terms Personal: Going beyond how personal it is to how personally you can deliver it Authentic: Combining voice, empathy, and brand congruence simultaneously Purposeful: Creating a deeper connection to the brand, beyond the product Sweezey uses vivid examples to highlight a new marketing model used by high-performing brands big and small. The final part of the book shifts to execution, providing a new rule book for context-based marketing. The Context Marketing Revolution will change forever how you think about the purpose and practice of marketing. |
| adaptive paths guide to experience mapping: The Mobile Frontier Rachel Hinman, 2012-06-11 Mobile user experience is a new frontier. Untethered from a keyboard and mouse, this rich design space is lush with opportunity to invent new and more human ways for people to interact with information. Invention requires casting off many anchors and conventions inherited from the last 50 years of computer science and traditional design and jumping head first into a new and unfamiliar design space. |
| adaptive paths guide to experience mapping: Maps of Meaning Jordan B. Peterson, 2002-09-11 Why have people from different cultures and eras formulated myths and stories with similar structures? What does this similarity tell us about the mind, morality, and structure of the world itself? From the author of 12 Rules for Life: An Antidote to Chaos comes a provocative hypothesis that explores the connection between what modern neuropsychology tells us about the brain and what rituals, myths, and religious stories have long narrated. A cutting-edge work that brings together neuropsychology, cognitive science, and Freudian and Jungian approaches to mythology and narrative, Maps ofMeaning presents a rich theory that makes the wisdom and meaning of myth accessible to the critical modern mind. |
| adaptive paths guide to experience mapping: User Experience in Libraries Andy Priestner, Matt Borg, 2016-05-23 Modern library services can be incredibly complex. Much more so than their forebears, modern librarians must grapple daily with questions of how best to implement innovative new services, while also maintaining and updating the old. The efforts undertaken are immense, but how best to evaluate their success? In this groundbreaking new book from Routledge, library practitioners, anthropologists, and design experts combine to advocate a new focus on User Experience (or ‘UX’) research methods. Through a combination of theoretical discussion and applied case studies, they argue that this ethnographic and human-centred design approach enables library professionals to gather rich evidence-based insights into what is really going on in their libraries, allowing them to look beyond what library users say they do to what they actually do. Edited by the team behind the international UX in Libraries conference, User Experience in Libraries will ignite new interest in a rapidly emerging and game-changing area of research. Clearly written and passionately argued, it is essential reading for all library professionals and students of Library and Information Science. It will also be welcomed by anthropologists and design professionals working in related fields. |
| adaptive paths guide to experience mapping: Designing Web Navigation James Kalbach, 2007-08-28 Thoroughly rewritten for today's web environment, this bestselling book offers a fresh look at a fundamental topic of web site development: navigation design. Amid all the changes to the Web in the past decade, and all the hype about Web 2.0 and various rich interactive technologies, the basic problems of creating a good web navigation system remain. Designing Web Navigation demonstrates that good navigation is not about technology-it's about the ways people find information, and how you guide them. Ideal for beginning to intermediate web designers, managers, other non-designers, and web development pros looking for another perspective, Designing Web Navigation offers basic design principles, development techniques and practical advice, with real-world examples and essential concepts seamlessly folded in. How does your web site serve your business objectives? How does it meet a user's needs? You'll learn that navigation design touches most other aspects of web site development. This book: Provides the foundations of web navigation and offers a framework for navigation design Paints a broad picture of web navigation and basic human information behavior Demonstrates how navigation reflects brand and affects site credibility Helps you understand the problem you're trying to solve before you set out to design Thoroughly reviews the mechanisms and different types of navigation Explores information scent and information shape Explains persuasive architecture and other design concepts Covers special contexts, such as navigation design for web applications Includes an entire chapter on tagging While Designing Web Navigation focuses on creating navigation systems for large, information-rich sites serving a business purpose, the principles and techniques in the book also apply to small sites. Well researched and cited, this book serves as an excellent reference on the topic, as well as a superb teaching guide. Each chapter ends with suggested reading and a set of questions that offer exercises for experiencing the concepts in action. |
| adaptive paths guide to experience mapping: Web Style Guide Patrick J. Lynch, Sarah Horton, 2002 This book demonstrates the step-by-step process involved in designing a Web site. Readers are assumed to be familiar with whatever Web publishing tool they are using. The guide gives few technical details but instead focuses on the usability, layout, and attractiveness of a Web site, with the goal being to make it as popular with the intended audience as possible. Considerations such as graphics, typography, and multimedia enhancements are discussed. |
| adaptive paths guide to experience mapping: The Persona Lifecycle John Pruitt, Tamara Adlin, 2010-08-04 The Persona Lifecycle is a field guide exclusively focused on interaction design's most popular new technique. The Persona Lifecycle addresses the how of creating effective personas and using those personas to design products that people love. It doesn't just describe the value of personas; it offers detailed techniques and tools related to planning, creating, communicating, and using personas to create great product designs. Moreover, it provides rich examples, samples, and illustrations to imitate and model. Perhaps most importantly, it positions personas not as a panacea, but as a method used to complement other user-centered design (UCD) techniques including scenario-based design, cognitive walkthroughs and user testing. The authors developed the Persona Lifecycle model to communicate the value and practical application of personas to product design and development professionals. This book explores the complete lifecycle of personas, to guide the designer at each stage of product development. It includes a running case study with rich examples and samples that demonstrate how personas can be used in building a product end-to-end. It also presents recommended best practices in techniques, tools, and innovative methods and contains hundreds of relevant stories, commentary, opinions, and case studies from user experience professionals across a variety of domains and industries. This book will be a valuable resource for UCD professionals, including usability practitioners, interaction designers, technical writers, and program managers; programmers/developers who act as the interaction designers for software; and those professionals who work with developers and designers. Features* Presentation and discussion of the complete lifecycle of personas, to guide the designer at each stage of product development.* A running case study with rich examples and samples that demonstrate how personas can be used in building a product end-to-end. * Recommended best practices in techniques, tools, and innovative methods.* Hundreds of relevant stories, commentary, opinions, and case studies from user experience professionals across a variety of domains and industries. |
| adaptive paths guide to experience mapping: Strengthening Forensic Science in the United States National Research Council, Division on Engineering and Physical Sciences, Committee on Applied and Theoretical Statistics, Policy and Global Affairs, Committee on Science, Technology, and Law, Committee on Identifying the Needs of the Forensic Sciences Community, 2009-07-29 Scores of talented and dedicated people serve the forensic science community, performing vitally important work. However, they are often constrained by lack of adequate resources, sound policies, and national support. It is clear that change and advancements, both systematic and scientific, are needed in a number of forensic science disciplines to ensure the reliability of work, establish enforceable standards, and promote best practices with consistent application. Strengthening Forensic Science in the United States: A Path Forward provides a detailed plan for addressing these needs and suggests the creation of a new government entity, the National Institute of Forensic Science, to establish and enforce standards within the forensic science community. The benefits of improving and regulating the forensic science disciplines are clear: assisting law enforcement officials, enhancing homeland security, and reducing the risk of wrongful conviction and exoneration. Strengthening Forensic Science in the United States gives a full account of what is needed to advance the forensic science disciplines, including upgrading of systems and organizational structures, better training, widespread adoption of uniform and enforceable best practices, and mandatory certification and accreditation programs. While this book provides an essential call-to-action for congress and policy makers, it also serves as a vital tool for law enforcement agencies, criminal prosecutors and attorneys, and forensic science educators. |
| adaptive paths guide to experience mapping: Storytelling in Design Anna Dahlström, 2019-12-12 With the wide variety of devices, touch points, and channels in use, your ability to control how people navigate your well-crafted experiences is fading. Yet it’s still important to understand where people are in their journey if you’re to deliver the right content and interactions atthe right time and on the right device. This practical guide shows you how storytelling can make a powerful difference in product design. Author Anna Dahlström details the many ways you can use storytelling in your projects and throughout your organization. By applying tried-and-tested principles from film and fiction to the context of design and business, you’ll learn to create great product experiences. Learn how the anatomy of a great story can make a difference in product design Explore how traditional storytelling principles, tools, and methods relate to key product design aspects Understand how purposeful storytelling helps tell the right story and move people into action Use storytelling principles to tell, sell, and present your work |
| adaptive paths guide to experience mapping: User Research Stephanie Marsh, 2018-03-03 Many businesses are based on creating desirable experiences, products and services for users. However in spite of this, companies often fail to consider the end user - the customer - in their planning and development processes. As a result, organizations find themselves spending huge sums of money creating products and services that, quite simply, don't work. User experience research, also known as UX research, focuses on understanding user behaviours, needs and motivations through a range of observational techniques, task analysis and other methodologies. User Research is a practical guide that shows readers how to use the vast array of user research methods available. Covering all the key research methods including face-to-face user testing, card sorting, surveys, A/B testing and many more, the book gives expert insight into the nuances, advantages and disadvantages of each, while also providing guidance on how to interpret, analyze and share the data once it has been obtained. Ultimately, User Research is about putting natural powers of observation and conversation to use in a specific way. The book isn't bogged down with small, specific, technical detail - rather, it explores the fundamentals of user research, which remain true regardless of the context in which they are applied. As such, the tools and frameworks given here can be used in any sector or industry, to improve any part of the customer journey and experience; whether that means improving software, websites, customer services, products, packaging or more. |
| adaptive paths guide to experience mapping: Adaptive Web Design Aaron Gustafson, 2015-11-21 Building an elegant, functional website requires more than just knowing how to code. In Adaptive Web Design, Second Edition, you’ll learn how to use progressive enhancement to build websites that work anywhere, won’t break, are accessible by anyone—on any device—and are designed to work well into the future. This new edition of Adaptive Web Design frames even more of the web design process in the lens of progressive enhancement. You will learn how content strategy, UX, HTML, CSS, responsive web design, JavaScript, server-side programming, and performance optimization all come together in the service of users on whatever device they happen to use to access the web. Understanding progressive enhancement will make you a better web professional, whether you’re a content strategist, information architect, UX designer, visual designer, front-end developer, back-end developer, or project manager. It will enable you to visualize experience as a continuum and craft interfaces that are capable of reaching more users while simultaneously costing less money to develop. When you’ve mastered the tenets and concepts of this book, you will see the web in a whole new way and gain web design superpowers that will make you invaluable to your employer, clients, and the web as a whole. Visit http://adaptivewebdesign.info to learn more. |
| adaptive paths guide to experience mapping: Product and Service Design Innovation António Augusto Fernandes, 2022-10-02 This textbook describes strategic product and service planning, introducing the concept of innovation. Linear models of product development are presented, and the product concept and system architecture generation are introduced. The responsiveness of the development process to uncertainty and complexity is covered, as well as ways of managing portfolios, programmes and projects. This textbook results from the author's experience of teaching more than 40 years. The methods described in the book have been taught and applied by the students. Examples of concept development projects of products and services carried out by the students are described, many of them revealing great creativity. |
| adaptive paths guide to experience mapping: Design for Real Life Eric A Meyer, Sara Wachter-Boettcher, 2024-09 You can't always predict who will use your products, or what emotional state they'll be in when they do. But by identifying stress cases and designing with compassion, you'll create experiences that support more of your users, more of the time. Join Sara Wachter-Boettcher and Eric Meyer as they turn examples from more than a dozen sites and services into a set of principles you can apply right now. Whether you're a designer, developer, content strategist, or anyone who creates user experiences, you'll gain the practical knowledge to test where your designs might fail (before you ship!), vet new features or interactions against more realistic scenarios, and build a business case for making decisions through a lens of kindness. You can't know every user, but you can develop inclusive practices that support a wider range of people. This book will show you how. |
| adaptive paths guide to experience mapping: Immunity to Change Robert Kegan, Lisa Laskow Lahey, 2009-02-15 Unlock your potential and finally move forward. A recent study showed that when doctors tell heart patients they will die if they don't change their habits, only one in seven will be able to follow through successfully. Desire and motivation aren't enough: even when it's literally a matter of life or death, the ability to change remains maddeningly elusive. Given that the status quo is so potent, how can we change ourselves and our organizations? In Immunity to Change, authors Robert Kegan and Lisa Lahey show how our individual beliefs--along with the collective mind-sets in our organizations--combine to create a natural but powerful immunity to change. By revealing how this mechanism holds us back, Kegan and Lahey give us the keys to unlock our potential and finally move forward. And by pinpointing and uprooting our own immunities to change, we can bring our organizations forward with us. This persuasive and practical book, filled with hands-on diagnostics and compelling case studies, delivers the tools you need to overcome the forces of inertia and transform your life and your work. |
| adaptive paths guide to experience mapping: Adaptive Space: How GM and Other Companies are Positively Disrupting Themselves and Transforming into Agile Organizations Michael J. Arena, 2018-06-15 Lack of Agility is the kiss of death. Position your company to succeed in world of change.To edge out the competition in today’s disruptive environment, you need to ensure that your company is agile—that it can respond to change instantly and effectively. Because fast and furious change is the only thing you can count on in business today.Network expert Michael Arena helped enable GM’s legendary turnaround. In these pages, he explains how you can transform your own company through the concept of adaptive space. Based on hundreds of interviews and the author’s own groundbreaking study of dozens of organizations spanning a variety of industries, Adaptive Space shows how to position your company for today—and for the future—by enabling creativity, innovation, and novel ideas to flow freely among teams, across departments, and throughout the company. Using GM as the main case study—along with the stories of other highly adaptive organizations, like Apple, Amazon, Disney, and Gore—Arena provides a model you can follow to reinvent your company. It’s about inspiring employees to explore new ideas, empowering the most creative people and teams to spread their ideas across the organization, and operationalizing the entrepreneurial spirit so adaptability is set in stone. Hesitation is a killer in today’s business landscape. With Adaptive Space, you have everything you need to confront disruption with smart, confident actions and seize the valuable opportunities that come with change. |
| adaptive paths guide to experience mapping: The Practice of Adaptive Leadership Ronald Abadian Heifetz, Alexander Grashow, Martin Linsky, 2009 A hands-on, practical guide, Practice of Adaptive Leadership contains stories, tools, diagrams, cases, and worksheets to help managers develop their skills as leaders who are able to take people outside their comfort zones and address the toughest challenges. |
| adaptive paths guide to experience mapping: A Field Guide to Ripple Effects Mapping Scott Chazdon, Mary Emery, Debra Hansen, Lorie Higgins, Rebecca Sero, 2017-11 |
| adaptive paths guide to experience mapping: Sustainability Bryan G. Norton, 2010-11-15 While many disciplines contribute to environmental conservation, there is little successful integration of science and social values. Arguing that the central problem in conservation is a lack of effective communication, Bryan Norton shows in Sustainability how current linguistic resources discourage any shared, multidisciplinary public deliberation over environmental goals and policy. In response, Norton develops a new, interdisciplinary approach to defining sustainability—the cornerstone of environmental policy—using philosophical and linguistic analyses to create a nonideological vocabulary that can accommodate scientific and evaluative environmental discourse. Emphasizing cooperation and adaptation through social learning, Norton provides a practical framework that encourages an experimental approach to language clarification and problem formulation, as well as an interdisciplinary approach to creating solutions. By moving beyond the scientific arena to acknowledge the importance of public discourse, Sustainability offers an entirely novel approach to environmentalism. |
| adaptive paths guide to experience mapping: Adaptive Leadership: The Heifetz Collection (3 Items) Ronald A. Heifetz, Marty Linsky, 2014-09-23 In times of constant change, adaptive leadership is critical. This Harvard Business Review collection brings together the seminal ideas on how to adapt and thrive in challenging environments, from leading thinkers on the topic—most notably Ronald A. Heifetz of the Harvard Kennedy School and Cambridge Leadership Associates. The Heifetz Collection includes two classic books: Leadership on the Line, by Ron Heifetz and Marty Linsky, and The Practice of Adaptive Leadership, by Heifetz, Linsky, and Alexander Grashow. Also included is the popular Harvard Business Review article, “Leadership in a (Permanent) Crisis,” written by all three authors. Available together for the first time, this collection includes full digital editions of each work. Adaptive leadership is a practical framework for dealing with today’s mix of urgency, high stakes, and uncertainty. It has been used by individuals, organizations, businesses, and governments worldwide. In a world of challenging environments, adaptive leadership serves as a guide to distinguishing the essential from the expendable, beginning the meaningful process of adaption, and changing the status quo. Ronald A. Heifetz is a cofounder of the international leadership and consulting practice Cambridge Leadership Associates (CLA) and the founding director of the Center for Public Leadership at the Harvard Kennedy School. He is renowned worldwide for his innovative work on the practice and teaching of leadership. Marty Linsky is a cofounder of CLA and has taught at the Kennedy School for more than twenty-five years. Alexander Grashow is a Senior Advisor to CLA, having previously held the position of CEO. |
| adaptive paths guide to experience mapping: Ant Colony Optimization Marco Dorigo, Thomas Stutzle, 2004-06-04 An overview of the rapidly growing field of ant colony optimization that describes theoretical findings, the major algorithms, and current applications. The complex social behaviors of ants have been much studied by science, and computer scientists are now finding that these behavior patterns can provide models for solving difficult combinatorial optimization problems. The attempt to develop algorithms inspired by one aspect of ant behavior, the ability to find what computer scientists would call shortest paths, has become the field of ant colony optimization (ACO), the most successful and widely recognized algorithmic technique based on ant behavior. This book presents an overview of this rapidly growing field, from its theoretical inception to practical applications, including descriptions of many available ACO algorithms and their uses. The book first describes the translation of observed ant behavior into working optimization algorithms. The ant colony metaheuristic is then introduced and viewed in the general context of combinatorial optimization. This is followed by a detailed description and guide to all major ACO algorithms and a report on current theoretical findings. The book surveys ACO applications now in use, including routing, assignment, scheduling, subset, machine learning, and bioinformatics problems. AntNet, an ACO algorithm designed for the network routing problem, is described in detail. The authors conclude by summarizing the progress in the field and outlining future research directions. Each chapter ends with bibliographic material, bullet points setting out important ideas covered in the chapter, and exercises. Ant Colony Optimization will be of interest to academic and industry researchers, graduate students, and practitioners who wish to learn how to implement ACO algorithms. |
| adaptive paths guide to experience mapping: Operative Mapping Roger Paez, 2019 The purpose of this book is to explore the critical uses of maps in design, and it introduces the concept of operative mapping as its cornerstone. The concept is rooted in an understanding of mapping as a design tool. Maps don't merely inform; they propose. They don't offer a neutral representation of reality; they construct reality in a particular way. In that sense, cartography is a propositive discipline, and not simply a descriptive one. |
| adaptive paths guide to experience mapping: Subject To Change: Creating Great Products & Services for an Uncertain World Peter Merholz, Todd Wilkens, Brandon Schauer, David Verba, 2008-04-15 To achieve success in today's ever-changing and unpredictable markets, competitive businesses need to rethink and reframe their strategies across the board. Instead of approaching new product development from the inside out, companies have to begin by looking at the process from the outside in, beginning with the customer experience. It's a new way of thinking-and working-that can transform companies struggling to adapt to today's environment into innovative, agile, and commercially successful organizations. Companies must develop a new set of organizational competencies: qualitative customer research to better understand customer behaviors and motivations; an open design process to reframe possibilities and translate new ideas into great customer experiences; and agile technological implementation to quickly prototype ideas, getting them from the whiteboard out into the world where people can respond to them. In Subject to Change: Creating Great Products and Services for an Uncertain World, Adaptive Path, a leading experience strategy and design company, demonstrates how successful businesses can-and should-use customer experiences to inform and shape the product development process, from start to finish. |
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ADAPTIVE Definition & Meaning - Merriam-Webster
The meaning of ADAPTIVE is providing, contributing to, or marked by adaptation : arising as a result of …
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Drive enterprise-wide business planning with Workday Adaptive Planning Cloud. Our EPM platform …
ADAPTIVE | English meaning - Cambridge Dictionary
ADAPTIVE definition: 1. having an ability to change to suit changing conditions: 2. relating to the way that a living…. …
ADAPTIVE Definition & Meaning | Dictionary.com
See examples of ADAPTIVE used in a sentence.
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ADAPTIVE Definition & Meaning - Merriam-Webster
The meaning of ADAPTIVE is providing, contributing to, or marked by adaptation : arising as a result of adaptation; specifically : of, relating to, or being a heritable trait that serves a specific …
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Drive enterprise-wide business planning with Workday Adaptive Planning Cloud. Our EPM platform helps organizations plan smarter, report faster, and analyze better.
ADAPTIVE | English meaning - Cambridge Dictionary
ADAPTIVE definition: 1. having an ability to change to suit changing conditions: 2. relating to the way that a living…. Learn more.
ADAPTIVE Definition & Meaning | Dictionary.com
See examples of ADAPTIVE used in a sentence.
ADAPTIVE definition in American English - Collins Online Dictionary
Adaptive means having the ability or tendency to adapt to different situations. [ formal ] Societies need to develop highly adaptive behavioral rules for survival.
Adaptive - Definition, Meaning & Synonyms - Vocabulary.com
Use adaptive to describe people who are flexible — they don't lose their cool when plans change quickly and they are always willing to learn new ways to do things. Being adaptive helps you …
Adaptive - definition of adaptive by The Free Dictionary
Define adaptive. adaptive synonyms, adaptive pronunciation, adaptive translation, English dictionary definition of adaptive. adj. 1. Relating to or exhibiting adaptation. 2. Readily capable …
adaptive adjective - Definition, pictures, pronunciation and usage ...
Definition of adaptive adjective in Oxford Advanced American Dictionary. Meaning, pronunciation, picture, example sentences, grammar, usage notes, synonyms and more.
What does adaptive mean? - Definitions.net
adaptive. Adaptive refers to the ability or process of changing or modifying oneself or something to better suit or perform in a particular environment or under certain conditions. It often …
