{"product_id":"mapping-experiences-a-complete-guide-to-customer-alignment-through-journeys-blueprints-and-diagrams-paperback","title":"Mapping Experiences, 2\/e","description":"\u003cp style=\"margin: 0px 0px 14px; padding: 0px; font-family: \" amazon ember arial sans-serif font-size:=\"\"\u003eCustomers 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.\u003c\/p\u003e\u003cp style=\"margin: -4px 0px 14px; padding: 0px; font-family: \" amazon ember arial sans-serif font-size:=\"\"\u003eDesigners, 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.\u003c\/p\u003e\u003cul style=\"margin-top: 0px; margin-right: 0px; margin-left: 20px; padding-right: 0px; padding-left: 0px; font-family: \" amazon ember arial sans-serif font-size:=\"\" margin-bottom:=\"\"\u003e\n\u003cli style=\"margin: 0px 0px 0px 20px; overflow-wrap: break-word;\"\u003eEmphasize recent changes in business using the latest mapping techniques\u003c\/li\u003e\n\u003cli style=\"margin: 0px 0px 0px 20px; overflow-wrap: break-word;\"\u003eCreate diagrams that account for multichannel experiences as well as ecosystem design\u003c\/li\u003e\n\u003cli style=\"margin: 0px 0px 0px 20px; overflow-wrap: break-word;\"\u003eUnderstand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability\u003c\/li\u003e\n\u003cli style=\"margin: 0px 0px 0px 20px; overflow-wrap: break-word;\"\u003eExplore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence.\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp style=\"margin: 0px 0px 0px 20px; overflow-wrap: break-word;\"\u003e \u003c\/p\u003e\u003ch3 style=\"box-sizing: border-box; padding: 0px 0px 4px; margin: 0px; text-rendering: optimizelegibility; font-weight: 700; font-size: 18px; line-height: 24px; color: rgb(15, 17, 17); font-family: \" amazon ember arial sans-serif\u003e  About the Author\u003c\/h3\u003e\u003cdiv class=\"a-section a-spacing-small a-padding-small\" style=\"box-sizing: border-box; margin-bottom: 0px; color: rgb(15, 17, 17); font-family: \" amazon ember arial sans-serif font-size:=\"\" padding:=\"\"\u003e\u003cdiv style=\"box-sizing: border-box;\"\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: 0px 0px 14px;\"\u003e\u003cstrong\u003eJim Kalbach\u003c\/strong\u003e is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading visual online workspace for remote collaboration.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: -4px 0px 14px;\"\u003eJim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Before returning to the U.S. in 2013 after living for fifteen years in Germany, Jim was the co-founder of the European Information Architecture conferences. He also co-founded the IA Konferenz series in Germany.\u003c\/p\u003e\n\u003cp style=\"box-sizing: border-box; padding: 0px; margin: -4px 0px 14px;\"\u003e \u003c\/p\u003e\n\u003c\/div\u003e\u003c\/div\u003e","brand":"Shroff\/O'Reilly","offers":[{"title":"Default Title","offer_id":50506191798342,"sku":"9789385889592","price":1530.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0754\/2797\/1142\/files\/51GTvqTDXPL.jpg?v=1790322540","url":"https:\/\/cb-india.com\/products\/mapping-experiences-a-complete-guide-to-customer-alignment-through-journeys-blueprints-and-diagrams-paperback","provider":"Computer Bookshop (India) Pvt Ltd","version":"1.0","type":"link"}