Mapping Experiences Books

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Mapping Experiences


Mapping Experiences
  • Author : James Kalbach
  • Publisher : O'Reilly Media
  • Release : 2015-11-30
  • ISBN : 1491923539
  • Language : En, Es, Fr & De
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If you want to create products and services that provide real value, you should first identify touchpoints—areas where business and customer needs intersect. This practical book shows you how. Using various mapping techniques from UX design, you’ll learn how to turn customer observations into actionable insight for product design. Author Jim Kalbach, Principal UX Designer with Citrix, introduces you to the principles behind alignment diagrams—a class of deliverable also known as experience mapping—using several examples. You’ll learn how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals. Using alignment diagrams, you’ll not only be able to orchestrate business-customer touchpoints, but also gain stakeholder support for a product or service that provides value to both your business and your customers. This book is ideal for product managers, marketers, customer experience professionals, and designers.

Mapping Experiences


Mapping Experiences
  • Author : Jim Kalbach
  • Publisher : "O'Reilly Media, Inc."
  • Release : 2016-04-25
  • ISBN : 9781491923481
  • Language : En, Es, Fr & De
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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 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

MAPPING EXPERIENCES


MAPPING EXPERIENCES
  • Author : JAMES. KALBACH
  • Publisher :
  • Release : 2016
  • ISBN : 9352133870
  • Language : En, Es, Fr & De
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  • Author :
  • Publisher :
  • Release : 1963
  • ISBN : OCLC:233331678
  • Language : En, Es, Fr & De
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Mapping Experiences


Mapping Experiences
  • Author : James Kalbach
  • Publisher :
  • Release : 2021-01-12
  • ISBN : 1492076635
  • Language : En, Es, Fr & De
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Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for companies that can't pinpoint these problems because they're too focused on business processes. This updated book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. You'll learn how this unique tool helps you visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will discover 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.