Mapping experiences : a guide to creating value through journeys, blueprints, and diagrams (engelsk)

Jim Kalbach

Details

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Description

Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it's worse when people inside these companies can't pinpoint the problem because they're 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 you're armed with this data, you can provide users with real value.

Content

Latest edition, bog

VISUALIZING VALUE 1 Visualizing value: Aligning outside-in; 2 Fundamentals of mapping esperiences; 3 Employee experiences: Aligning inside; 4 Visualizing strategic insight; A GENERAL PROCESS FOR MAPPING 5 Initiate: Starting a Mapping Project; 6 Investigate: make it real; 7 Illustrate: make it visual; 8 Alignment workshops: find the right problem to solve; 9 Envisioning Future Experiences: build the right solution ; primary DIAGRAM types IN DETAIL: 10 Service Blueprints; 11 Customer Journey Maps; 12 Experience Maps; 13 Mental Model Diagrams; 14 Ecosystem Models