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Resources / further reading:

Articles:

Mapping Experiences Leading UX design firm, Adaptive Path's excellent introduction to journey mapping.

The Anatomy of an Experience Map Another one from Adaptive Path. This time exploring what defines a good experience map.

‘UX’ Marks the Spot: Mapping the User Experience Another good introduction to experience mapping article, from my good friend Luke at UX Mastery. Check out the rest of the site for even more great UX articles, tips and resources.

The Value of Customer Journey Maps: A UX Designer’s Personal Journey A really nice article explaining "...the virtues of customer journey maps, the necessary ingredients that make them an intelligent deliverable that encourages conversation and collaboration, and the role they can play in effecting real change in large organizations."

All You Need To Know About Customer Journey Mapping Another nice introduction to journey mapping.

 

Books:

Mapping Experiences The "Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams" from O'Reilly.

 

Tool kits:

The Customer Experience Journey Mapping Toolkit A handy set of resource materials to download and use.

 

As I find anything else interesting I'll add it here.

- Ben.

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I'm a UX designer, usability consultant and interface designer with over 15 years'​ experience, working across the UK and Australia. In that time I have worked on projects with some of Australia's leading companies including Telstra, Sensis, VCAT, The Australian Red Cross, Australia Post, The Alfred Hospital, The Australian Bureau of Statistics, Film Victoria, Medibank, Deakin University, Computershare, VECCI, Real Estate View, The Department of Transport - Government Victoria, Yarra Trams, Vic Roads, Australian Government sectors, Education Sectors and many more.

My background is in Industrial Design and I've been applying my skills and interest in human factors, HCI and the relationship between humans and product interfaces to my work in digital design since graduation in 1997.

A well-versed User Experience director and design lead, I'm entirely user-focussed in my approach and am particularly interested in the principles of design thinking and the application of applied consumer psychology in relation to digital products.

For the last eight years I have held the combined roles of User Experience Director, Creative Director and Managing Director at the UX design studio I co-founded - Thirst Studios - providing world-class design solutions for a range of private clients, Government departments and Health organisations across Australia.

Aside from day to day work, I also occasionally write, speak and teach on the subject of UX design techniques and methodologies.

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