![]() Updates their mental model and starts the loop all over again. The player starts with a mental model that prompts them to… So, there is an action, but there’s also a feedback loop, that leads to learning. Loops are compressed, standalone moments of learning moments where you try something, and learn, through immediate feedback. So… loops, they’re a bit different from touchpoints or moments or even activities. But, that’s enough about arcs, as they’ll make more sense after we discuss loops. And, you’ll likely end up with a bunch of arcs, dozens of them, each composed of several loops. Arcs do resemble “journeys” except they’re not at all long nor are they all-encompassing. For arcs, you might think of stories, paths, flows, or any similar series of events. On the surface, the article is about ‘loops’ and ‘arcs’ in game design.įor what I want to share here-a version of arcs and loops adapted for UX & service design purposes- arcs are essentially the short narrative sequences we use to string together a series of loops. But, it has always felt weird when there’s a request to create a narrative where there isn’t a common, recurring, sequence of activities (the best thinking I’ve seen on this topic has come from Andrea Resmini and his work developing non-linear ways to map a ‘c ross-channel ecosystem ’). To be clear, I still feel customer journeys are a great tool for cases where there is a clear path or flow, such as initial on-boarding or the purchasing of a vehicle. Even though we’re using the same tools to accomplish the same jobs. Or, your linear path and my linear path may not look at all alike. Which, is the crux of my frustration: Many experiences aren’t linear. ![]() What features you choose to use and in what order might not map to a common path. These are both pieces of software where there are many possible journeys and paths, into and out of these tools. Prelude: My Discomfort with Customer JourneysĬontext: I’ve always felt weird about using customer journeys for an experience where we have dozens or hundreds of micro-moments whose sequence and/or usage is wildly different for many users. I want to share an article and a thought… Essentially, a different way to look at the work we do as designers (or anyone who touches the user experience or does service design kinds of work!).
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