July 2026
Intermediate to advanced
378 pages
10h 17m
English
Content preview from Mapping Experiences, 3rd Edition
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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.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.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.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.
CHAPTER 1
CHAPTER 1. Visualizing Value: Aligning from the Outside In
You’ve got to start with the customer experience and work back toward the technology.
IN THIS CHAPTER
- Aligning for value
- Experience-led growth (XLG)
- Staying human-centered in the age of AI
- Principles and benefits of mapping
“Then the Ping-Pong match begins.” That’s the customer quote I used to open the first edition of this book. It came from a mapping effort that visualized the invisible parts of a customer’s experience in a diagram to make them tangible, allowing us to fix flaws and find new opportunities we’d otherwise miss.
In this case, the customer had received an inaccurate bill from the company I was working for and contested it—rightfully so. However, while his dispute was underway, he received a late notice for failing to pay the same incorrect bill. The ensuing communication felt like a game of Ping-Pong to him. Not a great experience.
Our mapping effort illuminated an internal misalignment: late payment notices weren’t connected to bill disputes. The result was a poor experience, and not just for him; we heard similar billing complaints from other customers. And sure enough, “billing irregularities” also showed up as a top issue in Net Promoter Score (NPS) surveys—a key metric for measuring loyalty. When we presented this finding, the business stakeholders were appalled; they couldn’t believe it was possible and moved quickly to address it. Mentions of billing issues decreased ...
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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.