People-centered Design

Journey maps are great! But whose journey should they map?

Journey maps, experience roadmaps, customer experience journeys are all common tools nowadays, but a key question that needs to be asked is “whose journey are we mapping?” and is that the right person?

In the context of cancer treatment and radiation therapy (and numerous other domains) there are many different people we can draw the journey of, but it isn’t easy to draw them all in the same map.

Examples

Methods / Tools

Customer Encounters

Finding new ways to encounter customers is a vital part of a healthy people centred design culture. At Harmony, staff were required to listen in on Technical Support phone calls for a minimum of hours every month. This was very effective in shifting the culture. Going out into the world

Journey Maps, etc

Journey maps are an extremely valuable tool and they are particularly effective at helping a broader team understand something of the bigger picture beyond the current narrow focus of the product release, feature, or UI screen. But there is a challenge of being sure that you are capturing the right

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Perspectives

Which people?

Whereas we used to think we were designing a product or an interface for a user, we now think of experience design. As a consequence we have to recognise that products affect the experiences of many more people than just the user.

Making better things, or making things better?

Are we (UX, design and product management professionals) expending enough energy on reflecting on what works and what doesn't. Today it still seems to be the case that people argue for the financial (commercial) benefits of UX or of design, without addressing the question about the quality of that design

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