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







Book 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.
Book Details
Publisher:        O'Reilly Media
By:        James Kalbach
ISBN:        978-1-49192-353-5
Year:        2016
Pages:        384
Language:        English
File size:        100 MB
File format:        PDF