Mapping Experiences: A Guide to Creating Value through Journeys, Blueprints, and Diagrams

COMPUTERS / General


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

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Mapping Experiences


Download Now Read Online

Author by : James Kalbach
Languange Used : en
Release Date : 2016-04-25
Publisher by : "O'Reilly Media, Inc."

Customers who have inconsistent, broken experiences with products and services are understandably frustrated.

Mapping Experiences


Download Now Read Online

Author by : James Kalbach
Languange Used : en
Release Date : 2016-04-25
Publisher by : "O'Reilly Media, Inc."

Customers who have inconsistent, broken experiences with products and services are understandably frustrated.

Mapping Experiences


Download Now Read Online

Author by : James Kalbach
Languange Used : en
Release Date : 2015-11-30
Publisher by : O'Reilly Media

If you want to create products and services that provide real value, you should first identify touchpoints—a

The Customer Experience Book


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Author by : Alan Pennington
Languange Used : en
Release Date : 2016-09-15
Publisher by : Pearson UK

Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical s

Experience Design


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Author by : Patrick Newbery
Languange Used : en
Release Date : 2013-08-08
Publisher by : John Wiley & Sons

Bridge the gap between business and design to improve the customer experience Businesses thrive when they can

Service Design For Business


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Author by : Ben Reason
Languange Used : en
Release Date : 2015-12-28
Publisher by : John Wiley & Sons

A practical approach to better customer experience through service design Service Design for Business helps yo

Ux Strategy


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Author by : Jaime Levy
Languange Used : en
Release Date : 2015-05-20
Publisher by : "O'Reilly Media, Inc."

User experience (UX) strategy requires a careful blend of business strategy and UX design, but until now, ther

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