November 2020
Beginner to intermediate
440 pages
10h 41m
English
Content preview from Mapping Experiences, 2nd Edition
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Index
A
Abilla, Pete, 278
access barrier to consumption, 216
Adobe Creative Suite, as diagramming resource, 194
Air Sandwich, 94
alignment
with customer experience, xviii–xxi
principles of, 18
alignment attrition, 19
alignment diagrams
applying The Ask to, 248
customer journey maps, 5–7. See also customer journey maps (CJMs)
determining experiences to map, 124–125
drafting preliminary, 151–153
employee experience, 61–64
experience maps, 7. See also experience maps
future state maps, 243–255
identifying strategy and objectives for organization, 124
illustrating. See illustrating alignment diagrams
longevity of, 21
mental model diagrams. See mental model diagrams
multiple actors or touchpoints. See multiple alignment
personas, creating, 126–128
role in revealing customer experience, 83–84
service blueprints, 7. See also service blueprints
skill set needed to create, 136
as strategic tools, 19
type selection in mapping process, 129–135
types of, 5–11
updating criteria, 131
alignment workshops, 207–235
design maps in, 250
empathizing phase, 208–209
envisioning phase, 214–218
evaluation phase, 218–222
facilitating, 225–229
identifying opportunities phase, 211–214
rapid online mapping and design (case study), 258–260
removing barriers, 215–216
structure of, 225–229
alternate flows, illustrating in diagram, 177
Aristotle, 244
artificial intelligence, 72
The Ask, 247
B
Banfield, Richard, ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.