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Mapping Experiences

Mapping Experiences

A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams

by Jim Kalbach

  • Why read?

    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.

    440 pages, 2020

  • Information

    Disciplines

    Product Management Design Engineering User Research

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