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Mapping Experiences. 2nd Edition (ebook)(audiobook)(audiobook)Książka w języku angielskim

Autor:
James Kalbach
Okładka książki/ebooka Mapping Experiences. 2nd Edition

Okładka książki Mapping Experiences. 2nd Edition

Okładka książki Mapping Experiences. 2nd Edition

Okładka książki Mapping Experiences. 2nd Edition

Ocena:
Bądź pierwszym, który oceni tę książkę
Stron:
440
2w1 w pakiecie:
     ePub
     Mobi

Ebook

179,00 zł
152,15 zł

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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
0 James Kalbach

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