Mapping Experiences Download Ebook PDF Epub Online

Author : Jim Kalbach
Publisher : "O'Reilly Media, Inc."
Release : 2016-04-25
Page : 384
Category : Computers
ISBN 13 : 1491923482
Description :


Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models


Author : James Kalbach
Publisher : "O'Reilly Media, Inc."
Release : 2016-04-25
Page : 384
Category : Business & Economics
ISBN 13 : 1491923504
Description :


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 practical book shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design. Author 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. This book is ideal for product managers, marketers, customer experience professionals, and designers.


Author : James Kalbach
Publisher : O'Reilly Media
Release : 2015-11-30
Page : 277
Category :
ISBN 13 : 9781491923535
Description :


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 practical book shows you how. Using various mapping techniques from UX design, you’ll learn how to turn customer observations into actionable insight for product design. Author 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. This book is ideal for product managers, marketers, customer experience professionals, and designers.


Author : James Kalbach
Publisher :
Release : 2021-01-12
Page : 400
Category :
ISBN 13 : 9781492076636
Description :


Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for companies that can't pinpoint these problems because they're too focused on business processes. This updated book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. You'll learn how this unique tool helps you visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will discover how experience diagramming can help determine where business goals and customer perspectives intersect. Once you're armed with this data, you can provide users with real value.


Author : Jerry Angrave
Publisher : Walter de Gruyter GmbH & Co KG
Release : 2020-10-12
Page : 156
Category : Business & Economics
ISBN 13 : 311064133X
Description :


The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK


Author : Peter W. Szabo
Publisher : Packt Publishing Ltd
Release : 2017-05-26
Page : 352
Category : Computers
ISBN 13 : 1787127605
Description :


Understand your users, gain strategic insights, and make your product development more efficient with user experience mapping About This Book Detailed guidance on the major types of User Experience Maps. Learn to gain strategic insights and improve communication with stakeholders. Get an idea on creating wireflows, mental model maps, ecosystem maps and solution maps Who This Book Is For This book is for Product Manager, Service Managers and Designers who are keen on learning the user experience mapping techniques. What You Will Learn Create and understand all common user experience map types. Use lab or remote user research to create maps and understand users better. Design behavioral change and represent it visually. Create 4D user experience maps, the “ultimate UX deliverable”. Capture many levels of interaction in a holistic view. Use experience mapping in an agile team, and learn how maps help in communicating within the team and with stakeholders. Become more user focused and help your organisation become user-centric. In Detail Do you want to create better products and innovative solutions? User Experience Maps will help you understand users, gain strategic insights and improve communication with stakeholders. Maps can also champion user-centricity within the organisation. Two advanced mapping techniques will be revealed for the first time in print, the behavioural change map and the 4D UX map. You will also explore user story maps, task models and journey maps. You will create wireflows, mental model maps, ecosystem maps and solution maps. In this book, the author will show you how to use insights from real users to create and improve your maps and your product. The book describes each major User Experience map type in detail. Starting with simple techniques based on sticky notes moving to more complex map types. In each chapter, you will solve a real-world problem with a map. The book contains detailed, beginner level tutorials on creating maps using different software products, including Adobe Illustrator, Balsamiq Mockups, Axure RP or Microsoft Word. Even if you don't have access to any of those, each map type can also be drawn with pen and paper. Beyond creating maps, the book will also showcase communication techniques and workshop ideas. Although the book is not intended to be a comprehensive guide to modern user experience or product management, its novel ideas can help you create better solutions. You will also learn about the Kaizen-UX management framework, developed by the author, now used by many agencies and in-house UX teams in Europe and beyond. Buying this map will give you hundreds of hours worth of user experience knowledge, from one of the world's leading UX consultants. It will change your users' world for the better. If you are still not convinced, we have hidden some cat drawings in it, just in case. Style and approach An easy to understand guide, filled with real world use cases on how to plan, prioritize and visualize your project on customer experience


Author : James Kalbach
Publisher : "O'Reilly Media, Inc."
Release : 2007-08-28
Page : 416
Category : Computers
ISBN 13 : 9780596553784
Description :


Thoroughly rewritten for today's web environment, this bestselling book offers a fresh look at a fundamental topic of web site development: navigation design. Amid all the changes to the Web in the past decade, and all the hype about Web 2.0 and various "rich" interactive technologies, the basic problems of creating a good web navigation system remain. Designing Web Navigation demonstrates that good navigation is not about technology-it's about the ways people find information, and how you guide them. Ideal for beginning to intermediate web designers, managers, other non-designers, and web development pros looking for another perspective, Designing Web Navigation offers basic design principles, development techniques and practical advice, with real-world examples and essential concepts seamlessly folded in. How does your web site serve your business objectives? How does it meet a user's needs? You'll learn that navigation design touches most other aspects of web site development. This book: Provides the foundations of web navigation and offers a framework for navigation design Paints a broad picture of web navigation and basic human information behavior Demonstrates how navigation reflects brand and affects site credibility Helps you understand the problem you're trying to solve before you set out to design Thoroughly reviews the mechanisms and different types of navigation Explores "information scent" and "information shape" Explains "persuasive" architecture and other design concepts Covers special contexts, such as navigation design for web applications Includes an entire chapter on tagging While Designing Web Navigation focuses on creating navigation systems for large, information-rich sites serving a business purpose, the principles and techniques in the book also apply to small sites. Well researched and cited, this book serves as an excellent reference on the topic, as well as a superb teaching guide. Each chapter ends with suggested reading and a set of questions that offer exercises for experiencing the concepts in action.


Author : Jim Kalbach
Publisher : Rosenfeld Media
Release : 2020-04-07
Page : 320
Category : Design
ISBN 13 : 1933820527
Description :


These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice–to–have, it's a strategic imperative. The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action. This book shows you techniques to make offerings people want, as well as make people want your offering.


Author : Paolo Gamba
Martin Herold
Publisher : CRC Press
Release : 2009-06-23
Page : 374
Category : Technology & Engineering
ISBN 13 : 9781420083408
Description :


The use of remote sensors for human settlement mapping and monitoring holds great promise for numerous fields of study, including urban planning and global environmental change and sustainability. While the potential for this technology is difficult to measure, achieving useful results at a regional or global level is but a recent accomplishment. Global Mapping of Human Settlement is the first book to provide a comprehensive overview of the methodologies, datasets, and approaches related to the use of remotely sensed data to map human settlements at the global scale, as well as the experiences encountered with their application. Valuable to a broad range of researchers, the book begins by analyzing the requirements for global and regional urban remote sensing. It provides a general background of global urban issues, outlines observation and assessment requirements, and looks at how these relate to current initiatives on international policy and strategic levels. The contributors, an international group of pioneering experts, describe the characteristics of human settlements as seen and mapped from remote sensors, either at the regional or global scale. They also discuss the spectral variety, special scales, and nighttime appearance as key remote sensing indicators of these environments. The text explores some of the most acclaimed and important projects and programs previously carried out or in current use for urban mapping and monitoring. These chapters highlight the impressive amount of information available and the processing and analysis techniques used to extract such data from several data sources, including satellite imagery. The book also explores some of the future challenges and makes recommendations regarding areas of research that should be actively pursued. DVD Included to Complement the Text To provide readers with the opportunity to experience the latest tools, the editors supplement the text with a DVD that provides samples of the latest products. These will assist readers in testing approaches proposed in the book.


Author : rosalind hampton
Publisher : University of Toronto Press
Release : 2020-05-12
Page : 224
Category : Education
ISBN 13 : 1487530056
Description :


The presence and experiences of Black people at elite universities have been largely underrepresented and erased from institutional histories. This book engages with a collection of these experiences that span half a century and reflect differences in class, gender, and national identifications among Black scholars. By mapping Black people’s experiences of studying and teaching at McGill University, this book reveals how the "whiteness" of the university both includes and exceeds the racial identities of students and professors. It highlights the specific functions of Blackness and of anti-Blackness within society in general and within the institution of higher education in particular, demonstrating how structures and practices of the university reproduce interlocking systems of oppression that uphold racial capitalism, reproduce colonial relations, and promote settler nationalism. Critically engaging the work of Black learners, academics, organizers, and activists within this dynamic political context, this book underscores the importance of Black Studies across North America.


Author : James Kalbach
Publisher : O'Reilly Media
Release : 2020-11-23
Page : 440
Category : Computers
ISBN 13 : 1492076600
Description :


Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence


Author : Jeff Patton
Peter Economy
Publisher : "O'Reilly Media, Inc."
Release : 2014-09-05
Page : 324
Category : Business & Economics
ISBN 13 : 1491904887
Description :


User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software


Author : Emiliana Armano
Arianna Bove
Publisher : Routledge
Release : 2017-04-07
Page : 236
Category : Social Science
ISBN 13 : 1317100832
Description :


The condition of precariousness not only provides insights into a segment of the world of work or of a particular subject group, but is also a standpoint for an overview of the condition of the social on a global scale. Because precariousness is multidimensional and polysemantic, it traverses contemporary society and multiple contexts, from industrial to class, gender, family relations as well as political participation, citizenship and migration. This book maps the differences and similarities in the ways precariousness and insecurity in employment and beyond unfold and are subjectively experienced in regions and sectors that are confronted with different labour histories, legislations and economic priorities. Establishing a constructive dialogue amongst different global regions and across disciplines, the chapters explore the shift from precariousness to precariat and collective subjects as it is being articulated in the current global crisis. This edited collection aims to continue a process of mapping experiences by means of ethnographies, fieldwork, interviews, content analysis, where the precarious define their condition and explain how they try to withdraw from, cope with or embrace it. This is valuable reading for students and academics interested in geography, sociology, economics and labour studies.


Author : Marc Stickdorn
Markus Edgar Hormess
Publisher : "O'Reilly Media, Inc."
Release : 2018-01-02
Page : 568
Category : Business & Economics
ISBN 13 : 1491927135
Description :


How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You’ll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.


Author : Eben Hewitt
Publisher : "O'Reilly Media, Inc."
Release : 2019-09-25
Page : 334
Category : Computers
ISBN 13 : 149204590X
Description :


With this practical book, architects, CTOs, and CIOs will learn a set of patterns for the practice of architecture, including analysis, documentation, and communication. Author Eben Hewitt shows you how to create holistic and thoughtful technology plans, communicate them clearly, lead people toward the vision, and become a great architect or Chief Architect. This book covers each key aspect of architecture comprehensively, including how to incorporate business architecture, information architecture, data architecture, application (software) architecture together to have the best chance for the system’s success. Get a practical set of proven architecture practices focused on shipping great products using architecture Learn how architecture works effectively with development teams, management, and product management teams through the value chain Find updated special coverage on machine learning architecture Get usable templates to start incorporating into your teams immediately Incorporate business architecture, information architecture, data architecture, and application (software) architecture together


Author : James Kalbach
Publisher :
Release : 2020
Page : 400
Category :
ISBN 13 :
Description :


Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint these problems because they're too focused on their own processes. This updated edition shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. You'll learn how this unique tool helps you visually map existing experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming can help determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Examine recent changes in business--including the experience economy and trends like employee experience--along with the latest mapping techniques Learn how to create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable (a map) to one of actionability Explore the possibilities of applying mapping of all kinds to noncommercial settings, from fighting violent extremism to helping victims of domestic violence to confronting homelessness and more. Mapping experiences isn't just about product and service design; it's about understanding the human condition.


Author : Erin Meyer
Publisher : PublicAffairs
Release : 2014-05-27
Page : 288
Category : Business & Economics
ISBN 13 : 1610392590
Description :


An international business expert helps you understand and navigate cultural differences in this insightful and practical guide, perfect for both your work and personal life. Americans precede anything negative with three nice comments; French, Dutch, Israelis, and Germans get straight to the point; Latin Americans and Asians are steeped in hierarchy; Scandinavians think the best boss is just one of the crowd. It's no surprise that when they try and talk to each other, chaos breaks out. In The Culture Map, INSEAD professor Erin Meyer is your guide through this subtle, sometimes treacherous terrain in which people from starkly different backgrounds are expected to work harmoniously together. She provides a field-tested model for decoding how cultural differences impact international business, and combines a smart analytical framework with practical, actionable advice.


Author : Chris Risdon
Patrick Quattlebaum
Publisher :
Release : 2018
Page : 336
Category : Customer services
ISBN 13 : 9781933820736
Description :


Customer experiences are increasingly complicated--with multiple channels, touchpoints, contexts, and moving parts--all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.


Author : Shanton Chang
Catherine Gomes
Publisher : Routledge
Release : 2020-10-30
Page : 198
Category : Education
ISBN 13 : 1000210162
Description :


Exploring the impact of the digital environment on international students, carefully selected global contributors examine how digital experiences have been used to internationalize higher education. Using fascinating case studies and current research, this book considers the digital experiences of students as a result of their engagement with international education providers and stakeholders from a transnational and trans-disciplinary perspective. Looking specifically at the digital transitions and networks that international students experience during their time studying overseas, this book examines the ways in which the curriculum and higher education institutions’ engagement strategies have been shaped by the digital environment. Split into three sections, this book: looks at the broad experiences of international students, covering the digital transitions and networks that students experience during their time studying overseas explores the ways in which the curriculum has been shaped by the digital environment considers the ways in which higher education institutions and other service providers implement digital engagement strategies to communicate more effectively with international students. Digital Experiences of International Students is essential reading for practitioners, academics, researchers, administrators, policy-makers, and anyone with an interest in learning and teaching in a digital age.


Author : Yiyi Sulaeman
Laura Poggio
Publisher : CRC Press
Release : 2019-11-26
Page : 198
Category : Nature
ISBN 13 : 0429555016
Description :


This book contains papers presented at the International Workshop on Tropical Wetlands, held in Banjarmasin, Indonesia. This workshop discussed wetland mapping and characterization as well as wetland management for sustainable agriculture. This volume contains selected papers on tropical wetlands, more specifically, peatland, tidal land, and acid sulphate soils. This book presents an international overview of wetland and peatland mapping experiences from Indonesia, Congo, Brazil, Australia, and Scotland. Several innovative techniques are discussed, including integrated digital soil mapping and remote sensing techniques, as well as geodatabase processing and field surveying. This book further discussed tropical wetland management for agriculture as practiced in Indonesia, Vietnam, and Thailand. The contents of this book are suitable and should be a good reference for those who are involved in research, development, and management of tropical wetland, including academics, soil scientists, environmentalists, researchers, agriculturists, students, agri-businessmen, policy makers, land managers and farmers.