Currently, the extension of Journey Mapping to Journey Management helps NCR's Service Design team promote an outside-in style of thinking by allowing other business units to understand the business from the customer’s perspective and designing from this point of view. Through this outside-in application, NCR can provide the most streamline end-to-end journey. This not only reduces friction, but also improves on existing blueprints to be more effective with resources. This makes the power of Journey Management an integral part to design for mature organizations. As NCR adopts a scalable Journey Management approach to customer centricity, dots can be connected more efficiently.Move the slider below to see how Journey Management scaling aligns CX journeys 👇

When embarking on this project, there were multiple issues identified with Journey Management's adoption throughout different units that collaborate closely together:

(1) existing journey maps were scattered in different folders, (2) key stakeholders may not know that folder exist, (3) there is no log of existing folders or work-in-progress, (4) there is no log of changes to those journey maps, and (5) folders are tied to the user's privacy settings so others would have to request permission to view.

I conducted interviews on 6 NCR employees from various departments: Service Design, UX Research, and Product Manager. A recurring pain point was prominent: Many people were not sure what journey management was, what it could do, who it could be used by, and what the benefits would be.

Alternatively, when they did know what Journey Management was, there was usually no time to properly apply the concept when working with other units that weren't aware. This was the step when I first identified that this may not be an adoption problem, but rather a learning problem (or lack-thereof).

In relation to UI/UX, Learning Experience Design (LXD) is an extension of the experience with a emphasis on the process of creating learning experiences that allow the learning to achieve the desired learning outcome by placing human-center design and their goals at the forefront. LXD is further broken down into experience, design, and learning.

At this stage, the organization and context of the material was studied and ranked based on various metrics. While the User Interface experience was considered, it was not a key factor taken into account since the approach was identified to be focused on Learning Experience Design (LXD). The metrics were then compared to existing NCR training platforms (these existed in many different places across various platforms). While these platforms did not have any material related to Journey Management Training, they were still studied to understand the current NCR training ecosystem in order to consider their experience in the overall learning path.

Learning Experience Design (LXD) is rooted in a combination of different disciplines in the "learning" domain to create human-centered and goal-oriented learning experiences. It takes the principles used in User Experience Design and combines it with elements of education, training and development, experiential learning, amongst others. It changes the attention from the "user" to the "learner".

Due to the limited time of the project, interview feedback, and based on existing material on Journey Management in NCR's various platforms mentioned before, I chose to focus on four main principles of LXD:

FINDABILITY, UNDERSTANDABILITY, UTILITY

Based on the Learning Experience Design (LXD) principles chosen to focus on, a logical order of presentation was established through the lens of Information Architecture. This approach enables the findability, understandability, and utility of the content being presented. Applying an IA approach to the creation of the curriculum and its order, would allow training lessons to be easier to find (findability) and integrate new information seamlessly into the learners daily routine (understandability). In order to apply the utility factor, the introductory section was established with the goal to communicate the value it would bring to the learner. Applying Information Architecture to Learning Experience Design provides order by organizing information in a way that matches the learning level of the audience, or it provides the option for learners to create order themselves (since they can skip sections if they are already familiar with it). Ultimately, it was the foundation to provide a better learning experience and service that allows the learner to make better learning choices.

After establishing the Information Architecture / organization of material, I began to identify where I could include the LXD principles identified earlier in the process.

For this step, I studied my own approach and researched/asked around if any past projects was involved in a "training" approach or platform; and there was! A group of past NCR interns created a training site which I used as backbone for the UI look called NCR Docs, however, I edited and/or added some features that would incorporate the Learning Experience Design (LXD). Below are some of the preview interfaces:

At the end of my internship at NCR, I presented this new training concept as my Expo project. For the presentation, I created a poster, for which I also applied principles of Learning Experience Design (LXD) for easier/quicker understanding of the need to incorporate LXD into all trainings; starting with the practice of Journey Management Training which has the power to align multiple departments pain points, gain points, opportunities, and solutions.

I had four major takeaways from this project and internship: