Mapping Experiences, 3rd Edition

Index

A

• Accelerom AG, 53

• activating a mapping solution, 191–218

  • alternative worlds approach, 208–209

  • backcasting, 215–216

  • customer transformation focus, 210–211

  • design sprints, 203–205, 214–215

  • future state maps, 194–197, 212–213

  • hypothesis testing, 217–218

  • running experiments, 201–202

  • user story maps, 194–200

• activating insights, customer-centered collaboration, 24–26

• activity system map, 273–275

• Agile development, user stories, 83

• Airbnb, 4

• Air Sandwich, 273

• AI systems and tools

  • drafting a model with, 115

  • employee experience role, 257

  • human-centric company culture to balance, 243

  • for illustrating diagrams, 156

  • for interviewing, 118

  • investigation for a mapping project, 111–112, 113

  • job map generation, 334

  • journey management platforms, 231

  • limitations of, x, 11–12, 23, 235

  • for persona creation, 116

  • qualitative information, 142

  • for research analysis, 123

  • role and limitations, xi–xii

  • thin versus thick data, 112

• Alamir, Diego, 14

• alignment

  • AI limitations in team alignment, 12

  • inside-across. See inside-across (internal) alignment

  • multiple alignment scope, 48–50

  • outside-in. See outside-in (customer experience) alignment

  • for point of view of map, 41

  • principles of, 12

• alignment attrition, 22

• alignment diagrams, 5–9

  • in alignment workshop, 164–166

  • benefits of, 13–15

  • customer journey maps. See customer journey maps (CJMs)

  • determining experiences to map, 98–99

  • employee experience, 246–249

  • experience maps. See experience maps

  • framing the mapping effort, 40–48

  • future state maps, 194–197, 212–213, 236

  • identifying moments ...