A quick intro to experience mapping
Experience mapping helps organizations see themselves from the outside in, rather than the inside out.
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.
