Concept Mapping – Creating Understanding

Concept mapping is intended to create an understanding around an unfamiliar space. The idea is to step back and abstract the space you’re looking at to create a high-level understanding. This idea is much more ambiguous than the previous mapping exercises I have created, which caused some difficulty at the beginning.

My first iteration was purely a site map. Although site maps are very useful, they are more beneficial later on in the design process. In retrospect I was approaching the assignment with a literal mentality, which led to a literal artifact. The limitation of being literal while creating a concept map is potentially missing the opportunity to acknowledge important relationships of bigger ideas within the ecosystem you’re trying to wrap your head around.

Concept Map v1

The overall assignment is to redesign the mobile experience for managing your AT&T account. We began by conducting research asking participants what his or her top five pain points from a list include we created as well as keeping it open for them to add his or her own. In addition to surveys we read reviews about the current experience to further inform the emotion behind what exists. From there we created a matrix that identified overlapping features or pain points within the current app experience. This served as a stepping stone to start creating our concept map.

Moving forward the class identified the primary six criteria that will be included within our final design. I think this is one of the reasons why I had a mental block at the beginning. Something about identifying criteria prior to creating the concept map caused some confusion on my end.

One of the moments where it started to click for me personally was when applying the question of ‘what?’ rather than ‘how?’. Looking back this seems to obviously be the “correct” question when creating an artifact like this, but that’s not where my mind was. This helped me clear the literal block I was having. The following image is of the white boarding session where that moment occurred.

ATT Concept Map Rough

After some more exploration and iteration I arrived at a concept map that I feel is more conducive to the exercise. Even the visual layout at a glance shows more of a ‘what’ mentality rather than ‘how’. The circles represent nouns within the system while the connecting lines represent verbs, labeled as such. There is no question that concept mapping is a valuable tool, especially when applied to more complex problems.

Concept Map v2