November 2020
Beginner to intermediate
440 pages
10h 41m
English
Content preview from Mapping Experiences, 2nd Edition
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PART 3
PART 3. Primary Diagram Types in Detail
Part 3 discusses the most commonly used diagram types in detail. Related techniques are introduced and discussed alongside each of these archetypes to provide a broad context to mapping.
- Service blueprints are one of the oldest formal techniques and set the tone for other diagrams. Chapter 10 looks at service blueprints and ways they’ve been extended.
- Customer journey maps are perhaps the most popular type of diagram. Chapter 11 details the current practice of customer journey mapping and related techniques.
- Experience maps resemble service blueprints and customer journey maps closely, but with some important differences, discussed in Chapter 12.
- Mental model diagramming is a unique technique created by Indi Young. I encourage you to read her book, Mental Models, but Chapter 13 summarizes key aspects of this method and related approaches.
- Chapter 14 focuses on ecosystem models, or diagrams that provide a big-picture view of an overall system and how its parts relate to each other and permit or inhibit the flow of value between entities.
Mapping experiences isn’t a single method; it’s a way of telling the story of value alignment. There are many ways that can be done. This book is thus about possibilities, not a specific technique. Understanding these basic tools and their variants is core to knowing which map to use in which situation.
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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.