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Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys,
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Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams Paperback - 2020

by James Kalbach

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From the publisher

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

Details

  • Title Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
  • Author James Kalbach
  • Binding Paperback
  • Pages 436
  • Volumes 1
  • Language ENG
  • Publisher O'Reilly Media
  • Publication date 2020-12-29
  • Illustrated Yes
  • Features Bibliography, Illustrated, Index
  • ISBN 9781492076636 / 1492076635
  • Weight 1.55 lbs (0.70 kg)
  • Dimensions 7.3 x 9 x 0.8 in (18.54 x 22.86 x 2.03 cm)
  • Category Computers - General Information
  • Library of Congress subjects Organizational effectiveness, Organizational learning
  • Library of Congress Catalogue Number 2021304181
  • Dewey Decimal Code 658.812

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.

Jim plays jazz bass in jam sessions and combos in Jersey City, where his currently lives. In 2007 Jim published his first full-length book with O'Reilly, Designing Web Navigation. He blogs at experiencinginformation.com and tweets under @jimkalbach.

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