{"product_id":"mapping-experiences-a-complete-guide-to-customer-alignment-through-journeys-blueprints-and-diagrams-9781492076636","title":"Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams","description":"\u003cp\u003eCustomers 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.\u003c\/p\u003e\u003cp\u003eDesigners, 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.\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eEmphasize recent changes in business using the latest mapping techniques\u003c\/li\u003e\n\u003cli\u003eCreate diagrams that account for multichannel experiences as well as ecosystem design\u003c\/li\u003e\n\u003cli\u003eUnderstand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability\u003c\/li\u003e\n\u003cli\u003eExplore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence\u003c\/li\u003e\n\u003c\/ul\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e O'Reilly Media\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 12\/15\/2020\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9781492076636\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 440\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.55lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 7.30h x 9.00w x 0.80d","brand":"James Kalbach","offers":[{"title":"Default Title","offer_id":38472155234485,"sku":"9781492076636","price":47.59,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/products\/img_28d463fd-60cd-4984-8dcb-4241f06a64a9.jpg?v=1612933963","url":"https:\/\/pastforward.org\/products\/mapping-experiences-a-complete-guide-to-customer-alignment-through-journeys-blueprints-and-diagrams-9781492076636","provider":"Past Forward","version":"1.0","type":"link"}