Experience Modeling

Examines the process and methods to describe experiences for the purposes of improving them.

Objective & Outcomes

As the number of touch points with customers have exploded, the challenge in understanding and managing a multi-channel customer experience has become increasingly problematic. This course covers the process and methods of “Experience Modeling” – illustrating current and potential future experiences for the purpose of design-led innovation.

Upon completion of this course, students will have ways to describe and depict experiences through both heuristic and generative methods. Emphasis is placed on critique of different types of models–people, journey, mode, value, and ecosystem oriented.

Typical Schedule

Session 1: Why Experience (Modeling) Matters
Session 2: People Models
Session 3: Journey Models
Session 4: Modal Models
Session 5: Values Models
Session 6: Ecosystem Models
Session 7: Integrating Models: Experience maps
Session 8: Understanding to Opportunity Identification
Session 9: Illustrating Opportunities
Session 10: Creating a Compelling Story
Session 11: Organizational Implications
Session 12: Final Presentations
Session 13: Final Presentations
Session 14: Final Presentations