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

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. Mapping Experiences is
divided into three parts: Understand the underlying principles of diagramming,
and discover how these diagrams can inform strategy Learn 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 experiments See key diagrams in action,
including service blueprints, customer journey maps, experience maps, mental
models, and spatial maps and ecosystem models Read more

Features:

Product Details:

• Publisher ‏ : ‎ O'Reilly Media; 1st edition (May 31, 2016)
• Language ‏ : ‎ English
• Paperback ‏ : ‎ 379 pages
• ISBN-10 ‏ : ‎ 1491923539
• ISBN-13 ‏ : ‎ 35
• Item Weight ‏ : ‎ 1.67 pounds
• Dimensions ‏ : ‎ 9.5 x 0.5 x 7.5 inches
• Best Sellers Rank: #547,660 in Books (See Top 100 in Books) #140 in User Experience & Website Usability #435 in Marketing & Consumer Behavior #1,194 in Decision-Making & Problem Solving
• #140 in User Experience & Website Usability
• #435 in Marketing & Consumer Behavior