January 2018
Beginner to intermediate
370 pages
8h 5m
Japanese
Overview
顧客は様々な体験を判断材料として製品やサービスを選びますが、一貫性がなく、場当たり的な対応は顧客体験を損う恐れがあります。それを避けるには組織内の部門間で連携が取れている必要があり、マップなどのダイアグラムが役に立ちます。本書はマップを作ることで顧客体験上の課題を可視化し、部門間の連携を促進させる方法を解説します。タッチポイントを通じてユーザ体験とビジネスプロセスを結びつけるマッピングについて解説する本書は、製品やサービスのプランニング、デザイン、開発に関わるすべての人に必携の一冊です。
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