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
Product Management Design Engineering User Research
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About usReading is a fantastic way to learn. Books can take you into areas and places you’ve never been before, they can teach you from failures and successes, and they can tell you thrilling stories about people, products, and teams. With the PM Library, we help you explore new books and topics around tech, business and design because we believe reading is essential to building better products and growing in our careers.
We are a team of dedicated product people based in Barcelona, Berlin, London and Munich.