Mapping Experiences

Mapping Experiences

Book Description
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


PART 1. Visualizing Value
CHAPTER 1. Visualizing Value: Aligning Outside-In
CHAPTER 2. Fundamentals of Mapping Experiences
CHAPTER 3. Employee Experience: Aligning Inside
CHAPTER 4. Visualizing Strategic Insight 

PART 2. A General Process for Mapping
CHAPTER 5. Initiate: Starting a Mapping Project 
CHAPTER 6. Investigate: Make It Real
CHAPTER 7. Illustrate: Make It Visual
CHAPTER 8. Alignment Workshops: Find the Right Problem to Solve
CHAPTER 9. Envisioning Future Experiences: Build the Right Solution 

PART 3. Primary Diagram Types in Detail
CHAPTER 10. Service Blueprints
CHAPTER 11. Customer Journey Maps 
CHAPTER 12. Experience Maps 
CHAPTER 13. Mental Model Diagrams 
CHAPTER 14. Ecosystem Models

Download Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams, 2nd Edition PDF or ePUB format free

Free sample

Download in .PDF format

Download in .ePUB format

Add comments
Введите код с картинки:*
Кликните на изображение чтобы обновить код, если он неразборчив
Copyright © 2019