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OLS Field Name OLS Field Data
Main Title Mapping experiences : a guide to creating value through journeys, blueprints and diagrams /
Author Kalbach, James.
Publisher O'Reilly Media Inc.,
Year Published 2016
OCLC Number 948749299
ISBN 9781491923535; 1491923539
Subjects Information visualization. ; Consumer satisfaction. ; Consumer satisfaction--Evaluation.
Holdings
Library Call Number Additional Info Location Last
Modified
Checkout
Status
EHAM  HF5415.335.K25 2016 Region 1 Library/Boston,MA 04/05/2017 STATUS
Collation xix, 359 pages : color illustrations ; 19 x 23 cm.
Notes
Includes bibliographical references (pages 342-348) and index.
Contents Notes
Visualizing value. Introducing alignment diagrams -- Fundamentals of mapping experiences -- Visualizing strategic insight -- A general process for mapping. Initiate: starting a mapping project -- Investigate: researching the experience -- Illustrate: drawing the diagram -- Align: designing value -- Envisioning future experiences -- Types of diagrams in detail. Service blueprints -- Customer journey maps -- Experience maps -- Mental model diagrams -- Spatial maps and ecosystem models. If you want to create products and services that provide real value, you should first identify touchpoints--areas where business and customer needs intersect. This practical book shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design.Author Jim Kalbach, Principal UX Designer with Citrix, introduces you to the principles behind alignment diagrams--a class of deliverable also known as experience mapping--using several examples. You'll learn how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals.Using alignment diagrams, you'll not only be able to orchestrate business-customer touchpoints, but also gain stakeholder support for a product or service that provides value to both your business and your customers. This book is ideal for product managers, marketers, customer experience professionals, and designers.