January 2018
Beginner to intermediate
370 pages
8h 5m
Japanese
Content preview from マッピングエクスペリエンス ―カスタマージャーニー、サービスブループリント、その他ダイアグラムから価値を創る
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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.
254
10
章
カスタマージャーニーマップ
ブロードバンドサービスの提供業者の選定に関わるサラのジャーニー
サラは3人家族で、近々引っ越しをする予定。そのため引越し先で使う電話とインターネットのサービス業者を選ばなければならない。
サラの業者選びを左右する促進要因と背景要因は「料金」「業者に関する既存の知識」「これまでの業者との体験」。
記載事項
調査
さまざまな選択肢についてオンライン検索をする
影響力のある人に相談
「ここに載ってる業者じゃ料金が 高すぎ」
電話でサービスを依頼
「こんなに待たせるなんて。電話、切っちゃおう」
電話を切る
ジャーニーの
段階
感情面での
体験
思考と
感情
「調査」段階では、人々が新しいサービスを物色する理由をあげる。典
型的な 理由は「転居のため」「現在の業 者よりサービスの良いところを探
して」「料金などの条件がもっとましなところを探して」などだが、一番
多 い の は「 転 居 」だ 。
推奨事項
ウェブページをデザインする際、Google AdWordsの「コールアウト表
示オプション」の文言は、ハイテクに詳しい地元の顧客にターゲットを
絞って作成し、「アバブ・ザ・フォールド（閲覧者がウェブページを訪れた
際、スクロールせずに閲覧できる画面領域）」に置く。トップページに続く、
提供サービス／製品の紹介ページに必須の要素は、平易な言葉づかい
の説明文、大きなフォントの「顧客にとって魅力的な価格」、プライスポイ
ントにつける目立つCTA（行動喚起,コール・トゥ・アクション）。このほか、
提供サー ...
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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.Julian F.
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.