Title: Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
Publisher: O'Reilly Media
Publication Date: 2016
Language: English
ISBN 10: 1491923539
ISBN 13: 9781491923535
Binding: paperback
Condition: Good

About this title

Synopsis

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 Experiences is 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

About the Author

Jim Kalbach is a Principal UX Designer with Citrix. He holds a degree in library and information science from Rutgers University, as well as a Master's degree in music theory and composition. Jim is an active speaker, writer, and instructor on business design, user experience, and information architecture. He helped found local UX groups in Hamburg, as well as organize conferences in Germany and Europe. Jim is the author of the book Designing Web Navigation (O'Reilly, August 2007). He blogs at www.experiencinginformation.com. @jimkalbach

"About this title" may belong to another edition of this title.

Store Description

This book is being offered by Goodwill, a non-profit organization. All funds raised are used to support the Goodwill which provides quality, effective employment training and basic education to individuals experiencing significant barriers to economic opportunity. Because Jobs Change Lives. Proceeds from the sale of these goods and financial donations from the community make it possible for us to operate our free job training programs. Your donations and purchases help support these important programs and make the community a better place for all of us.

Visit Seller's Storefront

Seller's business information

Seattle Goodwill Industries
700 Dearborn PL S, Seattle, WA, 98144, U.S.A.

Sale & Shipping Terms

Terms of Sale

Returns are accepted according to the Abebooks Returns Policy. We respond to all inquiries within 2 business days.

Right of cancellation

Shipping Terms

We ship everything within 48 hours, and all our orders are shipped via UPS Mail Innovations. Please let us know if you have any questions or concerns. Customer satisfaction is our top priority.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	3 to 6 business days
First item	� 3.00	� 5.25

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.