Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams - Tapa blanda

Kalbach, James

 
9781492076636: Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
Tapa blanda
ISBN 10: 1492076635 ISBN 13: 9781492076636
Editorial: O'Reilly Media, 2020

Sinopsis

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

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Acerca del autor

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

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Editorial
O'Reilly Media
Año de publicación
2020
Idioma
Inglés
ISBN 10 
1492076635
ISBN 13 
9781492076636
Encuadernación
Tapa blanda
Número de edición
2
Número de páginas
436
Contacto del fabricante
O'Reilly
https://oreilly.com

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