Customer Journey Map

Stakeholders Map

A ‘Stakeholders Map’ is a representation of all stakeholders involved in a project that aims at clarifying roles and relationships.

System Map

A ‘System Map’ is a (synthetic) representation that shows in one single frame all the different actors involved in a service delivery and their links (e.g., flows of materials, energy, information, money, documents). The system map clarifies how the different service components and roles are connected to each other, highlighting the values they exchange.

Ecosystem Map

An ‘Ecosystem Map’ is a (synthetic) representation capturing all the key roles that have an influence on the user, organisation and service environment. The Ecosystem Map is built by first displaying all the entities, and then connecting them based on the type of value they exchange.

Mindmap

A ‘Mind map’ is a diagram used to visually organise information. It is primarily hierarchical in its representation of concepts, and shows relationships among pieces of the whole. Mind Maps are similar in radial structure to Concept Maps but differ in that the former are simplified (by focusing around a single key concept).

Concept Map

A ‘Concept Map’  is a diagram that depicts suggested relationships between concepts. You can use it to organise and structure knowledge.

UML DiagramME

A ‘UML diagramme’ is a diagramme based on the Unified Modeling Language with the purpose of visually representing a system (with its main actors, roles, actions, artefacts or classes) in order to better understand, alter, maintain, or document information about the system.

Themes & Topics

‘Themes are clusters of reaccuring problems/things your user indicated during the discover phase. The bigger the cluster, the more important to tackle that theme.

Insights

‘An insight is like an “aha” moment you have while reflecting upon the data gathered from the previous phase. It is the ability to have a clear, deep, and sometimes sudden understanding of a complicated problem or situation.

Card Sorting

‘Card sorting’ is a method used to help design or evaluate the information in a certain hierarchy or structure. In a card sorting session, participants organise topics into categories that make sense to them. This sorting activity can help you label these categories and identify themes.

2x2 Matrix

‘A ‘2×2 Matrix’ is a tool to scaffold information about users and your design space to reveal relationships. The hope is to uncover insights or areas to explore more deeply. A 2×2 Matrix is also a great way to visually communicate a relationship you want to convey to others.

Focus Groups

‘Focus Groups’ usually involve six to ten participants in a group discussion lasting 2-3 hours moderated by a skilled facilitator. This tool can help you identify priorities and themes developed by your users.

Synthesis Wall

‘A ‘Synthesis Wall’ is a physical wall/board where you can put up post-it notes to debrief the research sessions and cluster important insights.

Synthesis Wall

‘A ‘Synthesis Wall’ is a physical wall/board where you can put up post-it notes to debrief the research sessions and cluster important insights.

Comparing Notes

‘Comparing Notes’ is about visually sorting and prioritising a large amount of information about a problem.

Forum Discussions

‘Create threads of online discussions where team members will post and exhange ideas and resources.

HMW Questions

‘The ‘HMW (How Might We…) Questions’ tool are short questions to launch a brainstorm on ideating and defining your research question.

HMW Questions

‘The ‘HMW (How Might We…) Questions’ tool are short questions to launch a brainstorm on ideating and defining your research question.

Aims & Objectives

Describe the aim and objectives/targets of your project and how you will measure them.

Added Value

Describe the criteria that will give your solution an added value compared to other existing products. Define the difference in ‘need to have’ and ‘nice to have’.

Decision Matrix

A ‘Decision Matrix’ is a tool used to compare alternatives with respect to multiple criteria of different levels of importance. It can be used to rank all the alternatives relative to a ‘fixed’ reference and thus create a partial order of the alternatives.

SWOT Analysis

SWOT Analysis’ (or SWOT Matrix) is a strategic planning technique used to help a person or organisation identify strengths, weaknesses, opportunities, and threats related to business competition or project planning.

ChoiCo game: Heating outdoor pads - cultural events version

In this ChoiCo game you need to assess the criteria and requirements for heating outdoor pad for cultural events.

ChoiCo game: Heating outdoor pads - wheelchair version

In this ChoiCo game you need to assess the criteria and requirements for heating pads for wheelchairs.

Yes, and...

Stimulate creative thinking by building on each idea by replying with ‘yes, and …’.

Round Robin

‘The ‘Round Robin’ option is a technique for generating and developing ideas in a group brainstorming setting. It relies on an iterative process building off consecutive contributions by each participants, conducted in either written or verbal variations.

Charrette

The ‘Charette’ procedure enables a large group of people to think about one or more ideas, and helps them all to form an opinion.

What if...

What if…’ is an appreciative brainstorming technique used to expand on ideas. It can expand average ideas into excellent ones.

Role Playing

Role-playing’ means physically acting out what happens when users interact with products, services or environments.

Scenarios

Scenarios’ are descriptions of one or more users interacting with a system, device, or process to achieve a goal under specified conditions and constraints. They provide information about the context in which a system has to operate in a user- and task-oriented way.

Improvable Boundary Objects

Improvable Boundary Objects’ are specific objects within communities that are seen as ‘relatively transparent means of conveying meaning among the members of the community who created them’. They can also be the centre around which community members organize their activities. They can additionally operate as tools for communication among the members of the same community, and the members of other communities. The  improvable boundary objects afford changes which operate as an ice-breaker between different communities. In discussing and implementing such changes, people with different expertise, role and background negotiate and make themselves explicit.

Powers of Ten

Powers of Ten’ is a reframing technique used as a synthesis or ideation method. It allows your design team to consider the challenge at hand through frames of various magnitudes.

Share Experiences and Stories

Let your target group share experiences and stories of (for example) other solutions they liked.

Forum threaded discussion

Complement or learn from others’ ideas by engaging in a forum discussion.

Paper & Cardboard Mockups

Paper & Cardboard Mockups’ are usualy ‘quick-&-dirty’ prototypes that are low-fidelity models that you can use to test with users at an early stage in the project.

Digital Modelling (MaLT2)

Digital Modeling’ is the process of creating a computer model of an object on a software (e.g., CAD) that exactly replicates the form of the object.

Digital Artefact using Authoring System

Develop a digital artefact using an authoring system. An authoring system affords the secondary development and rapid prototype of digital artefacts (e.g., models, simulations).

Simulation Modelling

Simulation Modeling’ is the process of creating and analysing a digital prototype of a physical model to predict its performance in the real world. Simulation Modeling can help to understand whether, under what conditions, and in which ways a part could fail, and what loads it can withstand.

Simplified Analytic Calculations

Calculate the analytic grid to visualise how your product might work/look.

ChoiCo game: Design a smart fabric sensor

In this ChoiCo game you need to make the right choices of components and technologies in order to construct smart fabric sensors under certain constraints of time and cost of each piece.

Wizard of Oz

The ‘Wizard of Oz’ method is a process that allows a user to interact with an interface without knowing that the responses are being generated by a human rather than a computer by having someone behind-the-scenes who is pulling the levers and flipping the switches.

Service Blueprints

A ‘Service Blueprint’ is a diagramme that visualises the relationships between different service components – people, props, and processes – that are directly tied to touchpoints in a specific customer journey.

3D Printing

3D printing or additive manufacturing is a process of making three-dimensional solid objects from a digital file.

3D Scaler

Develop complex 3D algorithms and software for the three-dimensional presentation of the textile structures – braided, warp and weft knitted, woven and other special combinations.

Involve Users

Take your prototypes to your user and test for the first time.

Set up Test with Scenarios and Tasks

To gather relevant and comparable data, set up your tests with specific scenarios and tasks your user needs to do.

Quality Testing

Run quality tests on your preliminary solution(s).

Feedback Loops

Feedback Loops’ signify a relationship between variables in a system where the consequences of an event feed back into the system as input, modifying the event in the future.

SSC

With ‘SSC’ (Stop – Start – Continue) you can determine what you should stop doing within this project, what you should start doing and what can be continued.

AID

With ‘AID’ (Action – Impact – Desired alternative) you look back at certain actions, their impact and what would be a desired action or alternative.

BOOST

The ‘BOOST’ (Balanced – Observed – Objective – Specific – Timely) feedback model considers how to give or prepare the feedback.

DESC

The ‘DESC’ (describe – Express – Specify – Consequences) feedback technique is a way to express what could be done more, less or differently in order to enhance the performance and maximise the effectiveness.

Threaded Forum Discussion

In a ‘Threaded Forum Discussion’ members from different teams exchange prototypes and ideas and discuss to find the best possible solutions.

Peer testing and evaluation

Teams exchange artefacts, use them and providing feedback.

Compare with your Set of Criteria

Go back to the criteria you set out and compare if your solutions meet the criteria.

Iterative Refinement

The testing and feedback count as valuable refinements of your solution. Do not be afraid to keep going back to your user for more testing and refining, or to any other phase/country or city you think will help you improve this work.

Involve Users

Scenarios & Tasks

Set up tests with real-life scenarios and specific tasks your user needs to do so you get a good understanding of how your product will or could be used.

Quality Testing

Run quality tests on your final solution(s).

Feedback Loops

Feedback Loops’ signify a relationship between variables in a system where the consequences of an event feed back into the system as input, modifying the event in the future.

SSC

With ‘SSC’ (Stop – Start – Continue) you can determine what you should stop doing within this project, what you should start doing and what can be continued.

AID

With ‘AID’ (Action – Impact – Desired alternative) you look back at certain actions, their impact and what would be a desired action or alternative.

BOOST

The ‘BOOST’ (Balanced – Observed – Objective – Specific – Timely) feedback model considers how to give or prepare the feedback.

DESC

The ‘DESC’ (describe – Express – Specify – Consequences) feedback technique is a way to express what could be done more, less or differently in order to enhance the performance and maximise the effectiveness.

Threaded Forum Discussion

In a ‘Threaded Forum Discussion’ members from different teams exchange prototypes and ideas and discuss to find the best possible solutions.

Peer testing and evaluation

Teams exchange artefacts, use them and providing feedback.

Compare with your Set of Criteria

Analyse if the outcomes correspond to the intitial targets and design principles.

Iterative Refinement

If necessary, you can still tweak your solution to better fit the feedback and needs of your target group.

Financial reporting

With ‘Financial Reporting’ you can evaluate the costs of your solution.

Risk Management

Risk Management’ refers to the practice of identifying potential risks in advance, analysing them and taking precautionary steps to reduce/curb the risk.

Report on Performance

Report on the performance of your solutions. How and when will your solution flourish?

Evaluation Matrix

Evaluation Matrices’ are used to evaluate a number of options against prioritised criteria.

ChoiCo game: UX manager running the gauntlet

‘In this Choico game you will need to make informed resource allocation decisions in order to ensure sustainable profitability.

Business Model Canvas

With the ‘BMC’ (Business Model Canvas) you can visualise and communicate a simple story of your business model or use the canvas to explore new business models whether you are a start-up or an existing business.

Value Proposition Canvas

With the ‘VPC’ (Value Proposition Model) you can further define your customer profiles, visualise the value you create, and achieve Product-Market fit.

Social Business Model Canvas

With the ‘SBMC’ (Social Business Model Canvas) you can create a solid business model around your social enterprise.

Mission Model Canvas

Flourishing Business Canvas

The ‘FBC’ (Flourishing Business Canvas) is a visual design tool that embeds a common language to enable more effective collaboration by any group of stakeholders deemed relevant to designing the economic, social and environmental aspects of an organisation’s business model. There’s a strong focus on creating a sustainable revolution which is socially beneficial, environmentally regenerative and financially viable.

Corporate Innovation Canvas

The ‘CIC’ (Corporate Innovation Canvas) is a canvas a corporation can use to explore, organise, and, most importantly, focus their target innovation outcomes.

Powerpoint presentation

Present your work via a powerpoint presentation or another presentation program.

Storytelling

Storytelling is the process of using fact and narrative to communicate something to your audience. Some stories are factual, and some are embellished or improvised in order to better explain the core message.

Documentation

Be sure to have documentation ready of your process so interested parties can make informed decisions.

Pecha Kucha

Pecha Kucha’ is a storytelling format where a presenter shows 20 slides for 20 seconds of commentary each (6 minutes and 40 seconds total).

Elevator Pitch

An ‘Elevator Pitch’ is a brief, persuasive speech that you use to spark interest in what your organisation does. You can also use them to create interest in a project, idea, or product – or in yourself. A good elevator pitch should last no longer than a short elevator ride of 20 to 30 seconds, hence the name.

Roadmap

You will need a clear timeline and a plan of action to get your idea out into the world. A ‘Roadmap’ keeps you on time and on target.

Market Entry Strategy & and Development

Market Entry Strategy & Development’ is a planned distribution and delivery method of goods or services to a new target market.

Channel Strategy

Channel Strategy’ is about define the detailed plan for selling effectively through a particular distribution channel or combination of channels.

Marketing Strategy

Marketing strategy’ is a long-term, forward-looking approach and an overall game plan of any organisation or any business with the fundamental goal of achieving a sustainable competitive advantage by understanding the needs and want of customers.

Sustainability Plan

The ‘Sustainability Plan’ describes how your project will be sustained in the long term. It focusses (amongst others) on community, financial, and organisational sustainability.

Life Cycle Analysis

The ‘LCA’ (Life Cycle Assessment) is a very popular analysis for reporting potential environmental loads and resources consumed in each step of a product or service supply chain.

Supplier Evaluation

Supplier Evaluation’ refers to the process of assessing and approving potential suppliers by quantitative and qualitative assessment. The purpose is to ensure a portfolio of best in class suppliers is available for use.

Simulation of Production, Delivery Cost & Time

It is of interest to investors to have a simulation of your production process, with delivery time and costs at hand.