Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams

Kalbach, James

ISBN 10: 1492076635 / ISBN 13: 9781492076636

Published by O'Reilly Media, 2021

Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G1492076635I3N00

Synopsis:

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

About the Author: 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 Citrix. Before returning to the U.S. in 2013 after living for fifteen years in Germany, Jim was the co-founder of the European Information Architecture conferences. He also co-founded the IA Konferenz series in Germany

Bibliographic Details

Title: Mapping Experiences: A Complete Guide to ...
Publisher: O'Reilly Media
Publication Date: 2021
Binding: Paperback
Condition: Good
Dust Jacket Condition: No Jacket
Edition: 2nd Edition