User experience journeys

Year: 2017
Editor: Anja Maier, Stanko Škec, Harrison Kim, Michael Kokkolaras, Josef Oehmen, Georges Fadel, Filippo Salustri, Mike Van der Loos
Author: Kremer, Simon; Krahl, Thilo; Lindemann, Udo
Series: ICED
Institution: Technical University of Munich, Germany
Section: Design Methods and Tools
Page(s): 483-492
ISBN: 978-1-904670-92-6
ISSN: 2220-4342


The emergence of positive User Experience (UX) is gaining in importance for convincing and satisfying customers with technical products. But User Experience Design brings along new characteristics that have to be considered – making the assessment of products more difficult. Hence, designers have to anticipate complex user product interactions and subjective user judgements. In industrial practice of product development the overwhelming complexity of influencing UX factors often leads to focus on single traditional aspects like usability – disregarding the holistic picture, especially temporal aspects, and making it difficult to analyze and consistently develop an intended UX. Therefore, we developed User Experience Journeys – aiming at comprehensive analysis and communication of UX in product development processes. This paper defines the matrix structure of UX Journeys – dissecting the interaction into relevant development information. Furthermore, we present an analysis process that accompanies the journey – identifying and analyzing the emotional experience curve. This methodology is based on theoretical findings about psychology and UX and applicable for industrial practice.

Keywords: Experience design, Emotional design, Design methods, User experience analysis

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