Mapping experiences a guide to creating value through journeys, blueprints and diagrams
Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment di...
| Otros Autores: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Beijing, [China] :
O'Reilly
2016.
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| Edición: | First edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630315206719 |
Tabla de Contenidos:
- Visualizing value. Introducing alignment diagrams
- Fundamentals of mapping experiences
- Visualizing strategic insight
- A general process for mapping. Initiate: starting a mapping project
- Investigate: researching the experience
- Illustrate: drawing the diagram
- Align: designing value
- Envisioning future experiences
- Types of diagrams in detail. Service blueprints
- Customer journey maps
- Experience maps
- Mental model diagrams
- Spatial maps and ecosystem models.
