Marc and Jakob on Mobile Ethnography

Marc Stickdorn and Jakob Schneider presented an overview of their tool for mobile ethnography called ExperienceFellow.

The app allows participants to record their journey through ratings, photos, videos and geolocation. At first I drew parallels between their offering and other established apps like Usertesting.com which I’ve also seen used for this type of journey documentation.

Where ExperienceFellow stands out is in its attempt to combine the quantitative and qualitative aspects through some basic analysis tools like search, filtering and geo-clustering.

Here’s a rundown of the product features:

  • Real-time visualization as journey map
  • Graph emotional reactions to service encounters
  • Filtering by demographics, search terms, etc
  • Map view by clusters of positive or negative experiences
  • Export in PDF for printed deliverables

Something in the back of my mind kept telling me that I’d seen this app before. Back in 2009 I wrote a post about Marc’s Ph.D project called MyServiceFellow, which appears to be the precursor to ExperienceFellow.

It looks like a valuable addition to the service design toolkit. Sign up with the code SDGC2015 to document one sample project.




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