The following steps describe how to run and facilitate an Experience Mapping exercise with your team:
NOTE: This not your task, scroll further down to "YOUR TASK" for the individual and team instructions.
STEP 1
Individual Experience Map
15-20 mins
1. Prepare
- Find 8 post-it notes (post-it sized cards)
- Find 1 thin marker or a black pen (your writing needs to be clearly visible over a distance)
- Place the 8 post-its or cards in a row in front of you on a table.
Like this:
2. Draw it out
- Now comes the fun part: Draw the process/experience of your idea/solution in 8 steps, using the 8 post-its.
RULES: - You need to use all 8 post-its/cards. No more or less.
- It is your interpretation of the idea or problem (imagine what is really happening, eg. what the user is experiencing, step-by-step).
- Use only drawings (only write texts to clarify the drawings. Visualising with drawings helps activate the creative part of your brain).
- Time it! Don't spend more than 10/15 minutes to draw it out.
- Set a timer and start drawing!
NOTE: Make sure every individual keeps their 8 post-its. They will need to bring them for the Team Experience Map Exercise.
STEP 2
Team Experience Map
30-60 mins
1. Prepare the team
- Book a slot of at least 30 min together, preferably 60 min.
- Everyone should bring their own Individual Experience Map
- Bring along more post-its and your thin marker or black pen.
- Arrange for a meeting area where you have a flipchart or a wall you can stick post-its onto.
2. Share individually
- Each individual should share their experience maps, one by one
- Stick the 8 pieces in rows on the wall. For example, if your team consists of 5 members, there are 5 rows of post-its on the wall.
See the examples below:
3. Merge, Delete, Add
- Once you have shared your maps, you may start merging the separate processes: can they be combined into one experience map? Will it enrich the User's Journey?
- If needed, you draw new post-its, adding extra steps. Or you may remove post-its to simplify or focus.
This is what it might end up looking like:
7. Reflect & Capture
- Take a moment to reflect: What happened? How did each team member feel about the process and collaboration? What did you learn from it? How will you take those learnings into your work?
- Capture your final version of your Team Experience Map, for example by taking a picture of it.
TIP: If you want to digitize your post-its and continue to organize and build-upon them digitally, there are a few good apps out there that help you:
- 3M's Post-it App
- Mural
Try it out!
You have two tasks for this session. These are the last tasks for the week, so make sure to plan enough time to be able to complete both by the end of this week.
Both tasks serve one goal: Enrich a given idea, by using the tool called Experience Mapping.
But before working on the task, read and embrace the following idea:
AIA Personalised Care
Imagine the following experience for a Millennial called Jolene. Jolene just acquired the AIA Medical Insurance, with the hope that it will give her the protection and security that she needs.
She has chosen AIA because it's a new Personalised Care Experience that helps her to save time, money, and getting rid of the hassles that make health insurance so hard to navigate. No digging through old files and documents. No navigating an outdated website. No "Googling" for clinics. No need to go through an annoying automated phone system to get help. No anxieties, no frustration!
The last time that Jolene had an issue was when she had no idea which doctor to go to or what to do! With this new experience, it was easy for Jolene to find great care! She could even talk to a doctor in a few seconds: All in one simple and user-friendly design experience!
It's free, unlimited, and available 24/7!
1) Individual Exercise - 🏅20 points🏅
Follow the Individual Experience Map step-by-step shown earlier in this content page.
15-30 min
Draw in detail your version of how Jolene's AIA Personalised Care Experience can be delivered, simply using 8 Post-its that shows the 8 steps of the Jonelle's experience. (Remember it must only be 8 steps and only drawings are allowed!)
Imagine that it's 2 am, Jolene had eaten something earlier and she felt some rashes appearing on her skin. She's scared and doesn't know what to do... In 8 post-its, how can AIA's Personalised Care Experience help Jolene solve this issue within 48h?
QUICK TIPS:
- Try to limit all the 8 steps within 48h...
- Go beyond the obvious. Think Digital. Observe the experience from other players in the market: Imagine what Google or WeChat would do if they were providing the same service?
- Dream BIG: Imagine AIA as beyond an "Insurance" business - a friend that supports and helps people to get their health back on track, delivering an experience that's beyond what any other insurance companies are doing. Don't think about feasibility yet! Keep the focus on Jolen's needs.
- Try to speak to people who recently had health problems, or think back and try to recall what is frustrating about health insurance experience: what did you enjoy? what did you struggle with? what was missing? how did you feel? Try to create the perfect solution for that!
SUBMIT TO DORIS
Doris will ask you to submit your 8 post-its drawings in Workplace and answer to the question:
- What is your biggest insight after doing this exercise?
2) Team Experience Map - 🏅50 points🏅
As a group, follow the Team Experience Map step-by-step shown earlier in this content page.
30-60 min
- Make sure you enjoy and have fun while creating a collective map with your team!
SUBMIT TO DORIS
Doris will also ask each individual to answer the questions:
- What happened during the exercise with your team?
- What were your learnings and insights taken from it? What are you going to do differently moving forward giving these learnings?
- Can you tell one example/situation at your work do you think you can start applying the Experience Mapping tool? How are you going to do that?
Eg: I'm going to start using this tool to help me to plan and design presentations. By doing individually first, then sharing as a group I can collaboratively build a stronger presentation! It's a quick way to harness co-creation and collaboration with my team.
Doris will also ask each team to submit a photo of their collective experience map on Workplace. Each post should also include a description of the most innovative component of your experience, following the template below:
👉"The key / most innovative component of our Experience Map that makes it successful is ...................................................................,
because..............................................................
Eg: The key component of our experience map that makes it successful is a video call button in the app that allows you to speak to with any doctor directly in seconds... This will give the level of empathy and presence without the need to go through an annoying automated phone system to get help!
