November 2014
Beginner
3h 12m
English
Closed Captioning available in German, English, Spanish, French, Japanese, Korean, Portuguese (Portugal, Brazil), Chinese (Simplified), Chinese (Traditional)
Overview
If you want to create products and services that provide real value, you should first identify touchpoints—areas where business and customer needs intersect. This video workshop shows you how. Using various mapping techniques from UX design, you’ll learn how to turn customer observations into actionable insight for product design.
Host Jim Kalbach, Principal UX Designer with Citrix, introduces you to the principles behind alignment diagrams—a class of deliverable also known as experience mapping—using several examples. You’ll learn how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals.
Using alignment diagrams, you’ll not only be able to orchestrate business-customer touchpoints, but also gain stakeholder support for a product or service that provides value to both your business and your customers.
Through several exercises, you’ll learn how to:
Jim Kalbach is a speaker, writer, and instructor on user experience, information architecture, and business design. During his years in Germany, he helped found local UX groups in Hamburg, and organized conferences throughout the country and elsewhere in Europe. Jim is the author of Designing Web Navigation (O’Reilly).
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Watch now
Unlock full access
More than 5,000 organizations count on O’Reilly
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.