Mapping Experiences English 2016

All Indian Reprints of O'Reilly are printed in Grayscale. Customers who have inconsistent, broken experiences with products and 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 and envision future solutions. Product and brand managers, marketing specialistsand business owners will learn how experience diagramming can help determine where business goals and 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 diagrammingand discover how these diagrams can inform strategyLearn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the processand using diagrams in workshops and experimentsSee key diagrams in action, including service blueprints, customer journey maps, experience maps, mental modelsand spatial maps and ecosystem models