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Mapping Experiences by James Kalbach

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Index

A

Accelerom marketing firm, 29

actions

as information types, 143

as service blueprint elements, 239

activities (strategy blueprint), 69–71

Adaptive Path, 4, 6, 279

Adlin, Tamara, 211–212

Adobe Creative Suite, 161

agile development, 214

Air Sandwich concept, 61

alignment diagrams

about, 3–4

additional reading, 17

applying The Ask to, 184–185

aspects of framing, 20–27

benefits of, 13–16

creating draft diagrams, 115–119

customer journey maps. See customer journey maps

determining number needed, 94

drawing. See illustrate mode (drawing diagrams)

experience maps. See experience maps

mental model diagrams. See mental model diagrams

parts of, 4

principles of alignment, 12–13

selecting diagram type, 92–99

service blueprints. See service blueprints

spatial maps. See spatial maps

as strategic insight tools, 13–14, 49

alignment workshops

about, 175–176

additional reading, 196

empathize component, 175–179

envision component, 175, 179–186

evaluate component, 175, 186–190

example of, 197–199

facilitating, 190–193

planning experiments, 175, 194–195

align mode (designing value). See alignment workshops

ambidextrous organizations, 59

amplify (design principle), 148

analyzing data, 125–127

Aoki, Deborah, 205–206

arenas (markets), 53

Aristotle, 209

articulating ideas, 187–190

The Ask, 183–187

aspirations (strategy blueprint), 69–71

assessing resources, 100–101

assumption personas, 91–93, 213

B

backgrounds within diagrams, 151

backstage interactions, 229, 240

balanced scorecard, 62

barriers, ...

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