Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams (Paperback or Softback)

Kalbach, James

ISBN 10: 1492076635 ISBN 13: 9781492076636

Editorial: O'Reilly Media 12/15/2020, 2020

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Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams. N� de ref. del art�culo BBS-9781492076636

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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

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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T�tulo: Mapping Experiences: A Complete Guide to ...
Editorial: O'Reilly Media 12/15/2020
A�o de publicaci�n: 2020
Encuadernaci�n: Paperback or Softback
Condici�n: New
Edici�n: 2� Edici�n
Tipo de libro: Book

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

Kalbach, James

Publicado por O'Reilly Media, 2021

ISBN 10: 1492076635 ISBN 13: 9781492076636

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

Kalbach, James

Publicado por O'Reilly Media, 2021

ISBN 10: 1492076635 ISBN 13: 9781492076636

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

Kalbach, James

Publicado por O'Reilly Media, 2021

ISBN 10: 1492076635 ISBN 13: 9781492076636

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

Kalbach, James

Publicado por O'Reilly Media, 2021

ISBN 10: 1492076635 ISBN 13: 9781492076636

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Kalbach, James

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Kalbach, James

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

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Publicado por O'Reilly Media, 2021

ISBN 10: 1492076635 ISBN 13: 9781492076636

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