EAN: 9781492076636

MAPPING EXPERIENCES - JAMES KALBACH KARTONIERT ...

Customers who have inconsistemt 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 sepcialists  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 appy mapping of all
kinds to noncommercial settings  such as helping victims of domestic violence.

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