A quick intro to experience mapping

Experience mapping helps organizations see themselves from the outside in, rather than the inside out.

By James Kalbach
January 25, 2018
Projection mapping Projection mapping (source: Toorumer on Wikimedia Commons)

In this video segment, James Kalbach introduces the concept of experience mapping. The experience someone has when interacting with a service, company, or brand is abstract and invisible. Modeling their actions, thoughts, and feelings provides new insight into improvements and opportunities.

Watch the full video on O’Reilly’s Learning Platform.

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Post topics: Design