Mapping experiences : a guide to creating value through journeys, blueprints and diagrams

Mapping experiences a guide to creating value through journeys, blueprints and diagrams

Customers who have inconsistent experiences with products and services are understandably frustrated. But it’s worse for organizations that can’t pinpoint these problems because they’re too focused on their own processes. This updated edition shows your team how to use alignment diagrams to turn val...

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Detalles Bibliográficos
Otros Autores: Kalbach, James, author (author)
Formato: Libro electrónico
Idioma:Inglés
Publicado: Sebastopol, California : O'Reilly [2021]
Edición:Second edition
Materias:
Customer relations.
Organizational learning.
Organizational effectiveness.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630907006719
Tabla de Contenidos:
  • PART 1. Visualizing Value
  • 1. Visualizing Value: Aligning Outside-In
  • 2. Fundamentals of Mapping Experiences
  • 3. Employee Experience: Aligning Inside
  • 4. Visualizing Strategic Insight
  • PART 2. A General Process for Mapping
  • 5. Initiate: Starting a Mapping Project
  • 6. Investigate: Make It Real
  • 7. Illustrate: Make It Visual
  • 8. Alignment Workshops: Find the Right Problem to Solve
  • 9. Envisioning Future Experiences: Build the Right Solution
  • PART 3. Primary Diagram Types in Detail
  • 10. Service Blueprints
  • 11. Customer Journey Maps
  • 12. Experience Maps
  • 13. Mental Model Diagrams
  • 14. Ecosystem Models
  • References
  • Index.

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