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

Consistent customer experiences are crucial for organizations, but they can be difficult to achieve due to a focus on processes. This updated book uses alignment diagrams to turn valuable customer observations into actionable insight, helping designers, product and brand managers, marketing specialists, and business owners determine where business goals and customer perspectives intersect. Experience diagramming is not just about product and service design, but also about understanding the human condition. It emphasizes recent changes in business, creates diagrams that account for multichannel experiences, and explores ways to apply mapping to noncommercial settings.

Format: Paperback / softback
Length: 400 pages
Publication date: 12 February 2021
Publisher: O'Reilly Media, Inc, USA

Consumers who encounter inconsistent products and services understandably feel frustrated. However, it becomes even more detrimental for organizations that struggle to identify the root causes of these issues, as they become overly focused on processes. This revised book aims to assist your team in leveraging alignment diagrams to transform valuable customer insights into actionable knowledge. By employing this powerful technique, you can visually map existing customer experiences and envision potential solutions. Designers, product and brand managers, marketing specialists, and business owners will uncover how experience diagramming empowers them to determine where business goals and customer perspectives intersect. Armed with this insightful understanding, they can deliver genuine value to the people they serve. Experience mapping extends beyond the realm of product and service design and encompasses a deeper understanding of human behavior. It emphasizes the significance of recent changes in the business landscape, employing the latest mapping techniques to account for multichannel experiences and ecosystem design. Furthermore, facilitation is increasingly becoming an integral part of mapping efforts, shifting the focus from delivering a tangible output to driving actionable outcomes. This book explores various ways to apply mapping techniques beyond commercial settings, such as assisting victims of domestic violence. By leveraging the power of experience diagramming, organizations can enhance their customer engagement, improve product and service quality, and ultimately drive business success.

Weight: 724g
Dimension: 233 x 187 x 25 (mm)
ISBN-13: 9781492076636
Edition number: 2 ed