Tag Archives: user experience

Jamming the educator journey #1

One of my goals this year is to streamline the process and improve the experience of educators and other colleagues who engage engage with the outputs (products and services) from projects that I lead and contribute to. It’s not an insignificant task and I’m not starting from scratch, but the big challenge for me is linking all of the disparate processes and closely-related activities together, as well as connect the three different teams within the portfolio who are crucial for success.

As noted by Kate Kaplan in When and How to Create Customer Journey Maps, journey maps create a vision of the entire customer journey, they become a tool for creating cross-department conversation and collaboration. Knowing who is doing what, and when is is crucial – identifying the key touchpoints across each stage and working to assign them to the relevant team(s) means there’s capacity and capability for the work to be done – it also contributes to a frictionless experience for the educator as they’re ‘seamlessly passed’ from team to team throughout their journey.

I worked with other leads and contributors from within the portfolio for a discovery session, which is resulted in a full and rich whiteboard that mapped the educator journey – great stuff!

The 5E (Entice, Enter, Engage, Exit and Extend) based customer journey map scribbled and scrawled on a whiteboard.

Whiteboarding is a great first step to get ideas down. For more flexibility and to better support iteration and input from others something more shareable and collaborative was needed – I went with a Figma-based Figjam to map out the journey!

Figjam was perfect for highly interactive collaborative sessions, but something else a little less messier and suitable for others is needed – I went with a Figma-based design file to map the journey!

Customer journey map #1 (daily whiteboard)

Making a start on the customer journey map for the 2023 Teach HQ, Be inspired and the MEA (teaching and learning festival) experience – it’s a first take and will probably require some ‘zooming-in’ with details and most likely a service blueprint, and some iteration. That’s cool because that’s what it’s all about – working it out.

Partnering, to monetise an existing unused space

In 2014, I first noticed the Coles Online Click & Collect service that provides consumers with an extremely convenient experience where they only have to stop once. This convenience provides consumers with further evidence to never stray from the Coles Universe of essential products (groceries/food, liquor and fuel) and services (car insurance) by shopping anywhere else. Since then, much has changed about where (locally/online), and how consumers buy and pay for their goods and services, and even the way they approach their banking (in-person at a branch/online) and the move towards a cashless society – this is especially true since the COVID-19 pandemic.

The other day, I need to withdraw cash from an ATM and notice the Amazon pick-up locker located in the entrance of the bank, and as noted on CBA website, Amazon Lockers are now available at participating CommBank branches. This means you can collect your Amazon packages from a safe, secure location at a time that suits you. The self-service kiosks are available to you 24/7.

At a time where there may be reduced traffic in/out of the branch, partnering with Amazon and making used of an unused existing space makes great business sense – great thinking service design, team.

Tucked away in the air-lock style entrance of the bank is the Amazon pick-up locker – a lucrative partnership for the bank I’m sure.

Knowing where to look

Great examples of a complete understanding of where the audience is most likely going to engage with content – on a fence while walking through an entrance to the station and (on the ground while they look down at their device) as they wait for their train. Great stuff.

Signage on fence located near entrance to station. Commuters gaze most likely to be engaged at this eye level.

Signage on station platform. Commuters gaze most likely to be engaged at this eye level while using their device.

Signage on train exterior. Commuters are most likely going to observe while waiting for their train on the opposite platform.

Detachable information hangar located on handrail inside bus. Placement means commuters are most likely to engage with content.

Keeping travellers informed with updates.

Keeping travellers informed with updates.

Service Design Boot Camp at GA

On Saturday 20 August I attended the Service Design Boot Camp workshop at General Assembly in Melbourne, which was pretty cool. I’ve been interested in the discipline for some time, exploring aspects of design process, prototyping, testing and iterating with Coursera’s Design: Creation of Artifacts in Society open online course online course, but I’ve never had the chance to embrace it fully face-to-face, until now. Awesome.

On the promotional page for the workshop they said “This course is for anyone that has an interest in applying the design process to solve complex problems. It’s likely you’ll have many transferable skills or experiences that will be put to use through the course of the day.” Cool. That’s exactly what I want to be able to do.

What did we do?

In the workshop we worked through the components that make up the practise of service design:

  • Discovery: gaining empathy and understanding the needs and pain points of users.
  • Ideation: Developing a range of ideas on how to develop a solution to meet the needs of all users.
  • Prototyping: Testing and iterating, including the customer experience, “front of house” interactions, and back of house dependencies.
  • Communication: Articulating the many facets of your offering in a concise way.








“How might we..” “for…” “so that…”


Deliver – Service blueprinting and role play

Completed service blueprint for our solution.
Completed service blueprint for our solution.

We use role play to articulate the customer journey and services we designed.

Leading practitioners

The Rock wrap

On Melbourne’s metropolitan train network, interior and exterior advertising is becoming more prevalent.  Needless to say that I was completely surprised when I entered the train and was assaulted the advertising for the new film by formerly-known-as-The Rock Dwayne Johnson.

Advertising inside a train seems to makes sense. Once inside the train, travellers become a captive audience as there’s no real means of escape from the confined space besides their devices, newspapers and their eventual exit at their desired train station.

The problem with The Rock wrap

The problem with The Rock wrap is that didn’t allow for an action (other than an increased awareness) to take place. Ideally, there should have been a provision for train travellers to book or pre-book tickets to the film or at least find out where the movie is a showing (possibly within their current location or nearest train station/exit point). Doing this would have closed the loop on the consumer experience.

The interior advertising included a wrap on the end of the train and doors on each side of the train.
The interior advertising included a wrap on the end of the train and doors on each side of the train.

Making the fault line at the point where the two train doors meet was a cool design element. Unfortunately, I didn't get the chance to record a video of the door opening to emulate the intended disaster-movie experience.
Making the fault line at the point where the two train doors meet was a cool design element. Unfortunately, I didn’t get the chance to record a video of the door opening to emulate the intended disaster-movie experience.

User flow for the completion of a safe work method statement (SWMS)

This sketch demonstrates the preliminary user flow for a web application/mobile experience that permits the completion and submission of a safe work method statement (SWMS) as part of a vocational training and assessment experience.

A SWMS is a site-specific form that must be completed before any high-risk construction work is commenced. Generally, the completion and submission of a SWMS is a paper-based.

This web application/mobile experience seeks to take advantages of the affordances of mobile technology and allow users (students in a vocational training and assessment context) to complete this form prior to commencement of work.

In a training and assessment context, the completion and submission of the SMWS is predicated on learning management system (LMS) connectivity and established user permissions.


Based on the preparatory user flow sketch, I then worked with developers and designers to extend the Mobas web application with the SWMS template.

Sequence of screens that make up the SWMS completion experience for the Mobas web application.

Know your audience

Evidence of a multinational bank that has taken the time to research the audience/market in a suburb where one of their branches is situated. This suburb has a high Chinese and Korean business community. Each community group would be seen as a potential customers by the bank. With this in mind, the bank has applied some superficial signage around their ATMs. The ATMs didn’t contain Chinese and Korean language options alongside English. This is unfortunate as that would’ve demonstrated a total commitment to the bank’s audience.

English, Chinese and Korean language options displaying available functions of the ATM.