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User Experience Mapping

You're reading from User Experience Mapping

Product type Book

Published in May 2017

Publisher Packt

ISBN-13 9781787123502

Pages 352 pages

Edition 1st Edition

Languages

Concepts

User Experience

Author (1):

Peter W. Szabo

Table of Contents (20) Chapters

Title Page

Credits

About the Author

About the Reviewer

www.PacktPub.com

Customer Feedback

Dedication

Preface

1. How Will UX Mapping Change Your (Users) Life?

2. User Story Map - Requirements by Collaboration and Sticky Notes

3. Journey Map - Understand Your Users

4. Wireflows - Plan Your Product

5. Remote and Lab Tests for Map Creation

6. Solution Mapping Based on User Insights

7. Mental Model Map - A Diagram of the Perceived Reality

8. Behavioral Change Map - The Action Plan of Persuasion

9. The 4D UX Map - Putting It All Together

10. Ecosystem Maps - A Holistic Overview

11. Kaizen Mapping - UX Maps in Agile Product Management

12. References

The customer support chatbot

Similar to all chapters of this book, we will solve a real-world problem with user experience mapping. This chapter's problem is getting detailed customer support, as fast as possible.

Imagine getting instant help from the most qualified, and always cheerful, support personnel. No more waiting in support queues or getting short, hard-to-understand replies. This is possible with an incredible AI and a stunning wireflow. I have no idea how to create this artificial intelligence, but I will try to show you how to create a wireflow for a customer support chatbot. Don't worry about how this will work behind the scenes. Just think about artificial intelligence, machine learning, neural nets, and every other hot buzzword that comes into your mind. Obviously, this decreases the size of human customer support teams, saving money for our customers, and the companies who want to provide support.

Note

The opportunity is our users want to get helpful, detailed support for their...

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Authors (1)

Peter W. Szabo

Peter W. Szabo is one of the world's leading user experience consultants, the principal of the farZenith.com agency. He is a frequent conference speaker, workshop host, and user centricity evangelist. His UX blog, Kaizen-UX.com, gained its popularity for UX management articles and novel user experience approach. He used to be a senior manager leading the UX team at the world's biggest online gambling corporation, Amaya Inc. (known for brands such as PokerStars, BetStars or FullTilt). As UX Director at WhatUsersDo (Europe's largest remote testing platform), he contributed to the widespread acceptance of remote research in the UX industry. Outside of the UX world, he is the proud father of Maya and Magor. He enjoys reading, writing, and playing games (not just computer ones). He is a cat person. Ok, that's an understatement, he is simply crazy for cats.

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