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  E-mail Message: I thought you might be interested in this item at http://www.worldcat.org/oclc/949276217 Title: Mapping experiences : a guide to creating value through journeys, blueprints and diagrams Author: James Kalbach Publisher: Sebastopol, CA : O'Reilly Media Inc., 2016. ©2016 ISBN/ISSN: 9781491923504 1491923504 9781491923481 1491923482 9781491923528 1491923520 OCLC:949276217

  
  

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Mapping experiences : a guide to creating value through journeys, blueprints and diagrams

Author:	James Kalbach
Publisher:	Sebastopol, CA : O'Reilly Media Inc., 2016. ©2016
Edition/Format:	eBook : Document : EnglishView all editions and formats
Summary:	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.  Read more...
Subjects	Information visualization. Consumer satisfaction. Consumer satisfaction -- Evaluation. View all subjects
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