Mapping Experiences
A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
by:
Jim Kalbach
Summary:
The book provides a comprehensive framework for visualizing and influencing customer experiences through various mapping techniques, including customer journey maps, service blueprints, and experience diagrams. It offers practical guidance on how to align business strategy with customer needs, facilitating better design decisions and improved user experiences.
Key points:
1. Experience Mapping: This is the process of visually representing a user's interaction with a product or service to identify areas for improvement.
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