Mapping Experiences A Complete Guide to Customer Alignment Through Journeys Blueprints and Diagrams O Reilly Media 2021
pdf | 66.52 MB | English | Isbn:B08P2F5GQW | Author: Kalbach, James; | PAge: 436 | Year: 2020
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
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.
Category:User Experience & Usability, Web Site Design, Business Research & Development
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