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

Kalbach, James

 
9781492076636: Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
Couverture souple
ISBN 10 : 1492076635 ISBN 13 : 9781492076636
Editeur : O'Reilly Media, 2020

Synopsis

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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À propos de l'auteur

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. He blogs at experiencinginformation.com and tweets under @jimkalbach.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
O'Reilly Media
Date d'édition
2020
Langue
anglais
ISBN 10 
1492076635
ISBN 13 
9781492076636
Reliure
Broché
Numéro d'édition
2
Nombre de pages
436
Coordonnées du fabricant
non disponible
Personne responsable
non disponible