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Understanding User Actions
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Let's discuss how user actions are crucial for creating effective service blueprints. What do you think happens when a user first interacts with an app?
I think they look for the app icon and tap on it.
Exactly! The action 'tapping the app icon' is the first step. How do you think this action might make the user feel?
They might feel excited or eager to use the app!
Great! This positive emotion reflects their anticipation. We should always capture such emotions at different stages. Let's remember the acronym 'EASE' for Emotional Awareness and Service Engagement. Can you think of another action that follows tapping the icon?
Once they tap it, the app loads, right?
Indeed! That's a crucial transition. This loading can also affect emotions, often causing frustration if it takes too long!
Mapping Emotional Responses
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Now let's talk about emotional responses. Why do you think it's important to track user emotions during app use?
It helps in understanding if the users are satisfied or frustrated, which can guide improvements.
Exactly! Emotional mapping can be done using the Emotional Journey Curve. This method allows us to plot user emotions across their journey. Can anyone give an example of how emotions might fluctuate during the loading process?
If the app loads quickly, they might feel happy, but if it's slow, they would feel annoyed!
Perfect! Keep that fluctuation in mind when designing. Itโs essential for adjusting our service based on actual user experiences.
Frontstage vs. Backstage Analysis
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Let's differentiate between frontstage and backstage processes. Why is it necessary to understand both?
Frontstage is what the user sees, like the app features. Backstage is what supports these features but isnโt visible to the user.
Excellent observation! Remember the term 'USER' to recall User's visible experiences and their corresponding unseen processes. What backstage processes could we think of that support the loading of user data?
There must be API calls that connect to the server.
Exactly! These technical factors are crucial in delivering a seamless experience.
Introduction & Overview
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Quick Overview
Standard
The section provides an example of user actions, emotions, and the behind-the-scenes processes in a mobile app scenario, emphasizing the importance of understanding user journeys in design.
Detailed
Example Snippet 1 in User Journey and Service Blueprinting
In this section, we focus on mapping the user journey in a mobile app context, which is essential for identifying user emotions and operational processes during their interaction. The example is structured as a table that outlines a specific stage of user interaction:
| Stage | User Action | Emotion | Frontstage | Backstage |
|---|---|---|---|---|
| Open | Taps app icon | +2 | App splash screen | Load user data |
| App screen | Sync | -1 | Loading data animation | API call to server |
| Confirm | Sees confirmation message | +3 | Toast notification | Update local database |
Key Takeaways
- User Actions: Capturing specific actions users take while interacting with the app helps designers understand engagement.
- Emotional Response: Mapping emotional responses provides insights into user satisfaction and identifies pain points based on positive or negative experiences.
- Service Blueprint: Each action must be aligned with both visible (frontstage) and invisible (backstage) elements that contribute to the overall user experience, indicating how various functions support user actions. This helps teams understand the necessary operational adjustments required to enhance the user journey.
Audio Book
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User Action and Emotion
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Stage
User Action
Emotion
Frontstage
Backstage
Open
Taps app icon
+2
App splash
Load user data
App screen
Sync
Waits for sync
โ1
Loading
API call to server
Data animation
Confirm
Sees confirmation
+3
Toast
Update local
database
Detailed Explanation
This chunk presents a user journey through an app, highlighting the user's actions, emotions, and the corresponding frontstage and backstage processes. The stages of the user journey are tracked as follows: 1. Open: The user taps the app icon, resulting in a positive emotional response (+2) as they see the app splash screen, which loads user data in the background (Backstage). 2. Sync: While the user waits for the sync process to complete, there is a negative emotional response (โ1) as they see a loading indicator, during which an API call is made to the server in the background. 3. Confirm: Upon seeing a confirmation message, the user's emotion spikes again (+3), indicating satisfaction, while the system updates the local database as part of the service interaction.
Examples & Analogies
Imagine you are using your favorite fitness app. The moment you tap the app icon, you feel excitement to see your daily goals, just like when you open a birthday gift! However, when the app takes longer to load, you might feel disappointed, like waiting in a long line for a concert. Finally, when you see a notification that your workout data is synced successfully, it's like getting an encouraging thumbs-up from a friend after working hard in the gym!
Definitions & Key Concepts
Learn essential terms and foundational ideas that form the basis of the topic.
Key Concepts
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User Action: The specific actions users take while interacting with a service.
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Emotional Journey: The emotional responses users experience during their interaction.
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Frontstage vs Backstage: The distinction between visible user interactions and the processes that support them.
Examples & Real-Life Applications
See how the concepts apply in real-world scenarios to understand their practical implications.
Examples
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A user opens a fitness app and feels excited upon tapping the icon, representing a positive emotional response.
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While waiting for the data to load, a user might feel frustrated if the loading animation takes too long.
Memory Aids
Use mnemonics, acronyms, or visual cues to help remember key information more easily.
๐ต Rhymes Time
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In the app, we tap and see, emotions rise or fall like a tree.
๐ Fascinating Stories
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Imagine a user named Alex who taps on an app excitedly, but if it takes too long to load, their joy turns to frustration, showing the importance of user emotions.
๐ง Other Memory Gems
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Remember 'EASE' - Emotional Awareness, Service Engagement for user experience design.
๐ฏ Super Acronyms
USER - Understand user interactions, Service elements, Emotions, and Responses.
Flash Cards
Review key concepts with flashcards.
Glossary of Terms
Review the Definitions for terms.
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Term: Frontstage
Definition:
Visible interactions and features that users encounter during their experience.
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Term: Backstage
Definition:
Internal processes and systems that are not visible to the user but support the frontstage.
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Term: Emotional Journey Curve
Definition:
A method to plot user emotions over time, helping identify highs and lows in user experience.
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Term: Service Blueprint
Definition:
A visual diagram that outlines service processes, illustrating interactions between users and systems.
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Term: User Actions
Definition:
Specific steps taken by the user during their interaction with a service or product.