4.2 User Experience Mapping

Experience map created to understand how users are struggling to achieve intended outcome, to determine key areas of interaction that can be targetted as a function or service offered through interaciton design.

• Base Model Based on Literature Review + Persona Results
• Experience map narrative to showcase journey of forgetting/loss-of-attention

Problem Definition

• model based on literature review and survey results
• highlight of key problem of the user:
  • goals aren't effective if forgotten
  • distractions take away from being able to pursue goals
  • autonomy (self-control) is lost from distractions

Linear Mapping of Existing Experience (Struggle)

Existing experience, as illustrated in a 1-month journey of forgetting and losing autonomy over one’s personal pursuits.

Scenario of Existing Experience:

• Lana struggles to maintain progress with a new-years resolution despite her high level of motivation at the start of the year.
• New Year Eve triggers awareness towards her intention of her personal pursuit, in this case it’s working on her side business as a medium of providing autonomy towards her life (this is important to her).
• She sets goals during the holiday season, is highly motivated, however upon returning to work loses all attention and awareness towards her intention.
• Her only trigger to remember comes in the form of a friend who casually asks about her side business from a memory of a prior conversation.
• While this provides another small spike of motivation, no progress is made due to the lack o
• Motivation is unsustained over time, forgetting about her personal goals until the next trigger cycle (i.e. following New Years).

Key Insights to Existing Experience:

• User awareness relies on external prompts on major calendar events (i.e. New Years, Anniversaries, or Key Life Event) or conversations to recall memory of goals
• A large amount of motivation is required to output minimal progress
• As time progresses, awareness reduces

Experiential Hypothesis (based on Literature Review)

Hypothesis from Literature Review

• Aside from bringing attention and awareness to the target behavior, neuroscientist Huberman (2020) explains that we can strengthen neurological connections to particular behavior through combining focus and alertness.
• Focus is intensity in three simultaneous areas:
  • (a) duration, perceiving how long something will last
  • (b) path, understanding what it takes to progress,
  • (c) outcome, the goal of what will ultimately happen
• Will be referred to time + effort + goal

Intervention Hypothesis

• Intervention Opportunities:
  • To prompt users at key points of awareness loss, to bringing back awareness
  • Note: avoiding habitual chore of daily nagging, as contributes to fatigue (other apps)

Limitations

• Note: Goal is not productivity, but rather longevity in self-regulation. Productivity focuses on maximizing progress – which can be unsustainable. Longevity considers efficiency (conservation of energy).
• Therefore emphasis is on awareness, and avoiding fatigue from these awareness (therefore cannot be supplemented by notifications). Users were explicit about notification fatigue and therefore notifications need to be used to trigger awareness, not to hijack attention.

? Jobs To Be Done

Linear Mapping of Proposing Experience (Solution)

Proposed experience, showcasing progress over monthly cycles which repeat through regular monthly, weekly, and daily prompts.

Key Points of Intervention

• Preventing the loss of awareness:
  • Guiding prompted reflection when onboarding tool
  • Active guidance to reflect and extract intentions from user
  • Regular weekly feedback loop
  • Monthly-cycle prompt
• Pacing the usage of of time + effort
  • Monthly to weekly planning to distribute time and effort required to progress
  • Daily logging
  • Weekly review of progress

• Reinforce Trigger To Awareness
• Reinforce Intended Outcome to Awareness
• Reinforce Goal with Time+Effort to Intended Outcome

Highlighted Outcomes

• Preventing the loss of awareness with key timed prompts (not nagging; awareness traction)
• Productive output not reliant on an intense unsustainable burst of motivation
• As attention naturally wanes through time, prompt larger 3-month goal.
  • Allows reponse to natural behavior rather than expecting user to actively behave differently.

Target Interactions (Service Blueprint)

To showcase the underlying mechanism required to operate and what functions and features are operable from the user (a “function”) versus non-operarable (a “service”).

Service Blueprint Explanation

This is the functional overview to visualize and understand the service offering in order to provide the target proposed experience. Leverage notifications as prompts to actively engage user in self-reflective activity – NOT as a trigger strictly created to hijack attention temporarily. Interview subjects have emphasized the importance of notification overload and how this is an ineffective method that trains avoidant behavior; therefore notifications are used as reminders to engage with the activity; where the activity itself is what brings awareness.

Key moments:

• Onboarding
• Weekly Planning
• Daily Execution + Logging
• Weekend Review
• Monthly Reflections

Key Functional Insights

• Onboard, by guiding user through 3-month planning
  • Extract key areas of intention for progress in life
• Weekly-planning, to distribute intentions based on Time+Effort
• Daily Execution + Logging
• Weekend Review
• Monthly Reflections
• Key Moments:
  • Prompt to Monthly Awarenss (recreate awareness)
  • Weekly routine actively distribute Time & Effort to ensure progress
  • Weekly reflection to tweak distribution
• Key interaction to avoid “prompts” or reminders that eventually become overriden by habitual behavior, actively supressing the attention