Name: Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams (en Inglés)
Price: 174186.00 COP
Availability: InStock
Author: Kalbach, James
ISBN: 9781492076636

portada Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams (en Inglés)

Formato

Libro Físico

Autor

James Kalbach

Editorial

O'Reilly Media

Idioma

Inglés

N° páginas

436

Encuadernación

Tapa Blanda

Dimensiones

18.5 x 22.9 x 2.0 cm

Peso

0.70 kg.

ISBN13

9781492076636

N° edición

0002

Categorías

Economía conductista
Estrategias para la toma de deciciones empresariales
Diseño de interfaces de usuario y usabilidad

Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams (en Inglés)

James Kalbach (Autor) · O'Reilly Media · Tapa Blanda

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Reseña del libro "Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams (en Inglés)"

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