Mapping Experiences

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

Autor*innen

James Kalbach

Buchbewertung

4,1(474)Abgeben

Parameter

400 Seiten
14 Lesestunden

Mehr zum Buch

Focusing on the challenges organizations face with inconsistent customer experiences, this updated guide introduces alignment diagrams as a tool for transforming customer feedback into actionable insights. It emphasizes the importance of visually mapping customer interactions to identify where business objectives and customer needs align. The book explores advanced mapping techniques for multichannel experiences and highlights the role of facilitation in making mapping efforts actionable. Additionally, it discusses applying these methods in noncommercial contexts, such as supporting victims of domestic violence.