Mapping Experiences (ePub)
A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
(Sprache: Englisch)
Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But its worse when people inside these companies cant pinpoint the problem because theyre too focused on business processes. This practical book...
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Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But its worse when people inside these companies cant pinpoint the problem because theyre 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 youre 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 strategyLearn 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 experimentsSee key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models
Autoren-Porträt von Jim Kalbach
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. His second book, Mapping Experiences, was released in December 2015. He blogs at experiencinginformation.com and tweets under @jimkalbach.
Bibliographische Angaben
- Autor: Jim Kalbach
- 2016, 384 Seiten, Englisch
- Verlag: O'Reilly Media
- ISBN-10: 1491923482
- ISBN-13: 9781491923481
- Erscheinungsdatum: 25.04.2016
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eBook Informationen
- Dateiformat: ePub
- Grösse: 109 MB
- Mit Kopierschutz
- Vorlesefunktion
Sprache:
Englisch
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