Mapping Experiences: A Complete Guide To Creating Value Through Journeys, Blueprints, And Diagrams

May 17, 2016|
Mapping Experiences: A Complete Guide To Creating Value Through Journeys, Blueprints, And Diagrams by James Kalbach
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Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.

Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value.

Mapping Experiencesis divided into three parts:

  • Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy
  • Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments
  • See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models
Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading visual online workspace for remote collaboration.<br<brJim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNex...
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Title:Mapping Experiences: A Complete Guide To Creating Value Through Journeys, Blueprints, And Diagrams
Format:Paperback
Product dimensions:384 pages, 7.38 X 9.12 X 0.68 in
Shipping dimensions:384 pages, 7.38 X 9.12 X 0.68 in
Published:May 17, 2016
Publisher:O'Reilly Media
Language:English
Appropriate for ages:All ages
ISBN - 13:9781491923535

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