Mapping Experiences

Product Description

Customers who have inconsistent broken experiences with products & services are understandably frustrated But it's worse when people inside these companies can't pinpoint the problem because they're too focused on business processes 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 & envision future solutions Product & brand managers marketing specialists & business owners will learn how experience diagramming can help determine where business goals & customer perspectives intersect Once you're armed with this data you can provide users with real value Mapping Experiences is divided into three parts Understand the underlying principles of diagramming & discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process setting up a mapping initiative investigating the evidence visualizing the process & using diagrams in workshops & experiments See key diagrams in action including service blueprints customer journey maps experience maps mental models & spatial maps & ecosystem models