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Genre/Form: | Electronic books |
---|---|
Additional Physical Format: | Print version: Kalbach, Jim. Mapping experiences. Sebastopol, CA : O'Reilly Media Inc., 2016 (OCoLC)948749299 |
Material Type: | Document, Internet resource |
Document Type: | Internet Resource, Computer File |
All Authors / Contributors: |
James Kalbach |
ISBN: | 9781491923504 1491923504 9781491923481 1491923482 9781491923528 1491923520 |
OCLC Number: | 949276217 |
Description: | 1 online resource (xix, 359 pages) : color illustrations |
Contents: | 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. |
Responsibility: | Jim Kalbach. |
Abstract:
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.
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Related Subjects:(11)
- Information visualization.
- Consumer satisfaction.
- Consumer satisfaction -- Evaluation.
- Visualisation de l'information.
- Consommateurs -- Satisfaction.
- Consommateurs -- Satisfaction -- Évaluation.
- BUSINESS & ECONOMICS -- Industrial Management.
- BUSINESS & ECONOMICS -- Management.
- BUSINESS & ECONOMICS -- Management Science.
- BUSINESS & ECONOMICS -- Organizational Behavior.
- BUSINESS & ECONOMICS -- Customer Relations.