Slides from my KMWorld 2010 workshop, edited slightly to accommodate the 100 MB limit.

1. 1 Experience MapsKM & Visual Thinking Peter Morville, KMWorld 2010

2. 2

4. Defining Information Architecture

5. Principles of Cartography

6. Shaping Territory (Classic IA)

8. The combination of organization, labeling, search, and navigation systems in web sites and intranets.

9. The art and science of shaping information products and experiences to support usability and findability.

11. 6 Richard Saul Wurman in•for•ma•tion ar•chi•tectn. An individual who organizes the patterns inherent in data, making the complex clear. The person who creates the structure or map of information that allows others to find their personal paths to knowledge. The emerging 21st-century professional addressing the needs of the age focused on clarity, human understanding, and the science of the organization of information.

12. 7 Evolving…

13. 8 Visual Thinking Unwritten Rule #1 “Whoever best describes a problem is the person most likely to solve the problem. …or, whoever draws the best picture gets the funding.”

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15. 10 “A picture can connect the strategic with the tactical in a way no other communication form possibly can.” Dave Gray

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18. Defining Information Architecture

19. Principles of Cartography

20. Shaping Territory (Classic IA)

22. 14

23. 15 YOU ARE HERE

24. 16 http://www.bbc.co.uk/bbcfour/beautyofmaps/

25. 17 “Probably the best statistical graphic ever drawn, this map by Charles Joseph Minard portrays the losses suffered by Napoleon’s army in the Russian campaign of 1812.” Edward Tufte http://www.edwardtufte.com/tufte/posters

26. 18 http://niemann.blogs.nytimes.com/2010/03/10/my-way/

27. 19 http://niemann.blogs.nytimes.com/2010/03/10/my-way/

28. 20 http://niemann.blogs.nytimes.com/2010/03/10/my-way/

29. 21 http://niemann.blogs.nytimes.com/2010/03/10/my-way/

30. 22

31. 23

32. 24 “The map is not the territory.” Alfred Korzybski

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38. 30 “Aboriginal Creation myths tell of the legendary totemic beings who had wandered over the continent in the Dreamtime, singing out the name of everything that crossed their path - birds, animals, plants, rocks, waterholes - and so singing the world into existence.” The Songlines by Bruce Chatwin

39. 31 Animals use a combination of egocentric and geocentric techniques for wayfinding. Ambient Findability by Peter Morville

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41. 33 The Image of the City by Kevin Lynch Paths The streets, walkways, transit lines, canals, railroads, and other channels through which people move. Edges The walls, shores, fences, barriers, and other boundaries that create linear breaks in continuity, both separating and relating distinct regions. Districts Major sections of the city that possess a common identifying character (e.g., The Financial District, The North End). Nodes Intersections, enclosed squares, street corners, subway stations, and other hubs that serve as points of reference, transition, and destination. Landmarks Towering buildings, golden domes, mountains, signs, storefronts, trees, doorknobs, and other objects that serve as spatial reference points.

42. 34 Environmental Legibility

43. 35

45. Defining Information Architecture

46. Principles of Cartography

47. Shaping Territory (Classic IA)

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51. 40 “Categorization is not a matter to be taken lightly. There is nothing more basic than categorization to our thought, perception, action, and speech.”

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53. 42 Where’s Diabetes? Where’s Graves’ Disease?

54. 43 Navigation

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60. 49 Photo: Berkeley Path Gallery by Kevin Fox

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63. 52 "laptop" > $910 - $1070 > Hewlett Packard > At least 1 GB > 14 - 15 Inch > Bluetooth > 4 - 5 lbs

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65. 54 Understanding

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68. 57

69. Principles of Design Incremental Construction Progressive Disclosure Immediate Response Predictability Alternate Views Recognition Over Recall Minimal Disruption Direct Manipulation Context of Use 58

70. 59 Incremental Construction Progressive Disclosure one step at a time… more within reach…

71. 60 Immediate Response Predictability flow requires feedback… feed-forward features and results…

72. 61 Direct Manipulation Context of Use tapping into muscle memory… the delight is in the details…

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76. 65 Major Challenges Fragmentation. Fragmentation into multiple sites, domains, and identities is clearly a major problem. Many users don’t know which site to visit for which purpose, and the lack of consistent, intuitive inter-site search and navigation makes it difficult to find content without knowing source and location. Findability. Users often can’t find what they need from the home page, but that’s only the start of the problem. Most users don’t come through the front door. They enter via a web search or a deep link, and are often confused by what they do find. Even worse, most potential users never use the site, because many of its resources aren’t easily findable via external searches.

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78. 67

79. Strategy Strategic Tactical How What Centralization Surface Structure Infrastructure Governance Culture Levers Layers

80. 69 Strategy & Structure

81. 70 Services & Scenarios To Do Primary Audiences Top 3 Goals / Tasks Interest Group Member Journalist Museum Collections Manager Genealogist Graphic Designer Stay at Home Mom

82. 71 Search Source: Search Patterns (2010)

83. 72 Objects & Relationships

84. 73 Pages to Objects

85. 74 Two-Way Link

86. 75

87. 76 Making Connections

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89. 78 The Right Way to Wireframe The Right Way to Wireframe http://konigi.com/notebook/all-right-way-wireframe-videos Shades of Gray http://blog.semanticfoundry.com/2009/01/01/

90. 79

92. Defining Information Architecture

93. Principles of Cartography

94. Shaping Territory (Classic IA)

96. 82 David Rose ambientdevices.com

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98. 84

99. 85 Automatic Locates Schedule an "automatic locate" to see where your child is at a given time. Breadcrumbing Feature This feature is great for identifying a specific route or series of destinations.

100. Cisco Wireless Location Appliance “A quick glance at the screen shows exactly where the tagged wheelchairs are located...Patients wait no more than a few minutes for a wheelchair, and we save$28,000 a month by eliminating searches.”

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102. 88 BrainPort Camera in glasses captures video. Image recreated on grid of 400 electrodes. User feels the shape on the tongue. Brain learns to see through the tongue.

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105. 91 Ubiquitous Service Design Information is blurring the lines between products and services to create multi-channel, cross-platform, trans-media, physico-digital user experiences. http://semanticstudios.com/publications/semantics/000633.php

106. 92 I follow a plant that tweets. Her name is pothos and she lives in Toronto with Angela, an information architect. When pothos is thirsty, she asks for help. Sometimes days pass before the water comes. Bruce Sterling once noted, "Futurism doesn't mean predicting an awesome wonder; rather it means recognizing and describing a small apparent oddity that is destined to become a great commonplace."

108. Orientation (Compass)

109. Motion (Accelerometer)

110. Orientation/Motion (Gyroscope)

111. Touch (Multi-Touch, Gestural)

112. Light (Ambient)

113. Proximity

114. Device (Bluetooth)

115. Audio (Microphone)

116. Image/Video (Camera)

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119. 96 “When a unique identifier is attached to an object, it becomes possible to collect the metadata about that object into a single information shadow.” “The unique identifier is the leverage point with which to access and manipulate the whole information shadow in relation to similar shadows.” While Kuniavsky advises that we view information as one of many design materials (like wood and carbon fiber) from which devices can be made, he also highlights its role as “the core material in creating user experiences.”

120. 97 Scales of Experience Mike Kuniavsky

121. 98 Heuristics for Pervasive Information Architecture Andrea Resmini & Luca Rosati http://pervasiveia.com/

122. 99

123. 100 What is Information Architecture? http://www.maya.com/the-feed/what-is-information-architecture

124. 101 “The study illustrates how a surprising 65% of visitors to an on-line search engine were looking for further information in relation to a product or service they saw in a television commercial or in a newspaper advertisement.” Information Architecture for Ubiquitous Ecologies by Andrea Resmini and Luca Rosati

125. 102 The URL Is Dead, Long Live Search

126. 103 Over 50% of REI online business is picked up in a store.

127. 104 “53% of US online consumers say they research products online that they subsequently buy offline.” Forrester Survey, Q1 2009 (US). “43% of consumers said they start their research online or through a mobile device, but then need to call a customer service or call center representative to complete the transaction because the necessary product or service information cannot be found online.” ATG Survey, Q4 2009 (US).

128. 105 “The most common problems reported by Web-to-store shoppers related to discrepancies in prices and product information across the two channels.” Forrester Survey, Q4 2009 (US)

129. 106 Service Design The difference between products and services is more than semantic. Products are tangible objects that exist in both time and space; services consist solely of acts or process(es), and exist in time only. The basic distinction between ‘things’ and ‘processes’ is the starting point for a focused investigation of services. Services are rendered; products are possessed. Services cannot be possessed; they can only be experienced, created or participated in. Though they are different, services and products are intimately and symbiotically linked. How to Design a Service by G. Lynn Shostack (1982)

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131. 108 Multi-Channel Service Inventory http://www.slideshare.net/jessmcmullin/

132. 109 Multi-Channel Service Inventory

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134. 111 Today's “service systems” may include interrelated sub-systems (e.g., person-to-person, self-service) across multiple locations, devices, and channels; and customer satisfaction is “influenced by the extent of integration and consistency” across those channels. Bridging the “Front Stage” and “Back Stage” in Service System Design by Robert J. Glushko and Lindsay Tabas

135. 112 Integration

136. 113 Cross-Media Source: Subject to Change (2008)

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140. 117 “After a half-hour, a three-tone alert sounds…If the bottle still has not been opened, the system makes an automated reminder phone call to the patient or a caregiver. The GlowCap system compiles adherence data which anyone can be authorized to track. That way the doctor can make sure Gramps stays on his meds.”

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142. 119 User Interfaces for Physical Spaces http://www.maya.com/

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144. 121 My Shelf

145. 122 Desktop Mobile Kiosk

146. 123 Experience

147. 124 Customer Journey Mapping

148. 125 Mental Models Tasks Features http://www.rosenfeldmedia.com/books/mental-models/

149. 126 New Soft City by Dan Hill

150. 127 Urban Sensing by Dan Hill

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153. 130 IA Therefore I Am Peter Morville morville@semanticstudios.com Search Patterns http://searchpatterns.org/ Semantic Studios http://semanticstudios.com/ Blog http://findability.org/ New!