Mapping Experiences, 2nd Edition

Book description

Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions.

Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition.

  • Emphasize recent changes in business using the latest mapping techniques
  • Create diagrams that account for multichannel experiences as well as ecosystem design
  • Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability
  • Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence

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Table of contents

  2. PART 1. Visualizing Value
    1. CHAPTER 1. Visualizing Value: Aligning Outside-In
      1. Modeling Experiences
      2. Alignment Diagrams
      3. Multiple Alignment
      4. Focus on Aligning for Value
      5. Principles of Alignment
      6. Benefits of Alignment Diagramming
      7. Fighting Violent Extremism with Alignment Diagramming
    2. CHAPTER 2. Fundamentals of Mapping Experiences
      1. Frame the Mapping Effort
      2. Identify Touchpoints
      3. Consumer Intervention Mapping—Designing Strategies for the Circular Economy
    3. CHAPTER 3. Employee Experience: Aligning Inside
      1. Employee Experience
      2. Mapping the Employee Experience
      3. Align the CX to the EX
      4. Aligning CX and EX for Strategy Building
    4. CHAPTER 4. Visualizing Strategic Insight
      1. A New Way of Seeing
      2. Mapping Strategy
      3. Identifying Opportunities—Combining Mental Model ­Diagrams and Jobs to Be Done
  3. PART 2. A General Process for Mapping
    1. CHAPTER 5. Initiate: Starting a Mapping Project
      1. Start a New Project
      2. Decide on a Direction
      3. What’s the Difference? Customer Journey Maps, Service ­Blueprints, and Experience Maps
      4. Define the Effort
      5. Putting It All Together: Which Techniques Are Needed When?
    2. CHAPTER 6. Investigate: Make It Real
      1. Review Existing Sources
      2. Interview Within the ­Organization
      3. Create a Draft Model
      4. Conduct Research Externally
      5. A Brief Guide to Interviewing
      6. Analyze the Data
      7. Quantitative Research
      8. Music Curation—User Research and Diagramming at Sonos
    3. CHAPTER 7. Illustrate: Make It Visual
      1. Lay Out the Diagram
      2. Compile the Content
      3. Design the Information
      4. Showing Your Emotions
      5. Tools and Software
      6. Mapping the Lab Test Experience
    4. CHAPTER 8. Alignment Workshops: Find the Right Problem to Solve
      1. Empathize
      2. Business Origami
      3. Envision
      4. Evaluate
      5. Presumptive Design Aligns Teams on the Problem to Be Solved
      6. Facilitating an Alignment ­Workshop
      7. Customer Journey Mapping Game
    5. CHAPTER 9. Envisioning Future Experiences: Build the Right Solution
      1. Run Experiments
      2. Ideas Are Overrated
      3. Design the New Experience with Maps
      4. Aspire to Transform
      5. Design Sprints
      6. Rapid Online Mapping and Design Workshop
  4. PART 3. Primary Diagram Types in Detail
    1. CHAPTER 10. Service Blueprints
      1. Visualizing Services
      2. Extending Service Blueprinting
      3. Related Approaches
      4. Elements of a Service Blueprint
      5. Facilitating Collaborative Sessions with ­Practical Service Blueprinting
    2. CHAPTER 11. Customer Journey Maps
      1. Customer Lifecycle Maps
      2. Related Models
      3. Elements of CJMs
      4. Value Story Mapping—An Alternative View to CJMs
    3. CHAPTER 12. Experience Maps
      1. Hybrid Experience Maps
      2. Related Models
      3. Elements of Experience Maps
      4. Mapping the Domestic Violence Journey
    4. CHAPTER 13. Mental Model Diagrams
      1. Diagramming Mental Models
      2. Related Approaches
      3. Elements of Mental Model ­Diagrams
      4. A Mental Model for a Forward-Thinking Insurance Company
    5. CHAPTER 14. Ecosystem Models
      1. Ecosystem Maps
      2. Elements of Ecosystem Models
      3. Building a Service Ecosystem Map from the Ground Up
  5. References
  6. Index

Product information

  • Title: Mapping Experiences, 2nd Edition
  • Author(s): James Kalbach
  • Release date: November 2020
  • Publisher(s): O'Reilly Media, Inc.
  • ISBN: 9781492076636