Mapping Experiences: A Complete Guide To Customer Alignment Through Journeys, Blueprints, And Diagrams

December 15, 2020|
Mapping Experiences: A Complete Guide To Customer Alignment Through Journeys, Blueprints, And Diagrams by James Kalbach
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Customers who have inconsistent experiences with products and services are understandably frustrated. But it''s worse for organizations that can''t pinpoint the causes of these problems because they''re too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions.

Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn''t just about product and service design; it''s about understanding the human condition.

  • Emphasize recent changes in business using the latest mapping techniques
  • Create diagrams that account for multichannel experiences as well as ecosystem design
  • Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability
  • Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence
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.Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citr...
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Title:Mapping Experiences: A Complete Guide To Customer Alignment Through Journeys, Blueprints, And Diagrams
Format:Paperback
Product dimensions:440 pages, 7.38 X 9.12 X 0.68 in
Shipping dimensions:440 pages, 7.38 X 9.12 X 0.68 in
Published:December 15, 2020
Publisher:O'Reilly Media
Language:English
Appropriate for ages:All ages
ISBN - 13:9781492076636

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