Mapping Experiences

Mapping Experiences
Author: Jim Kalbach
Release: 2016-04-25
Editor: "O'Reilly Media, Inc."
Pages: 770
ISBN: 9781491923481
Language: en
Available for:

DESCRIPTION BOOK:

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 diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models

Mapping Experiences

Mapping Experiences
Author: James Kalbach
Release: 2020-11-23
Editor: O'Reilly Media
Pages: 436
ISBN: 9781492076605
Language: en
Available for:

DESCRIPTION BOOK:

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

The Journey Mapping Playbook

The Journey Mapping Playbook
Author: Jerry Angrave
Release: 2020-10-12
Editor: Walter de Gruyter GmbH & Co KG
Pages: 156
ISBN: 9783110641332
Language: en
Available for:

DESCRIPTION BOOK:

The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK

Designing Web Navigation

Designing Web Navigation
Author: James Kalbach
Release: 2007-08-28
Editor: "O'Reilly Media, Inc."
Pages: 415
ISBN: 0596553781
Language: en
Available for:

DESCRIPTION BOOK:

Thoroughly rewritten for today's web environment, this bestselling book offers a fresh look at a fundamental topic of web site development: navigation design. Amid all the changes to the Web in the past decade, and all the hype about Web 2.0 and various "rich" interactive technologies, the basic problems of creating a good web navigation system remain. Designing Web Navigation demonstrates that good navigation is not about technology-it's about the ways people find information, and how you guide them. Ideal for beginning to intermediate web designers, managers, other non-designers, and web development pros looking for another perspective, Designing Web Navigation offers basic design principles, development techniques and practical advice, with real-world examples and essential concepts seamlessly folded in. How does your web site serve your business objectives? How does it meet a user's needs? You'll learn that navigation design touches most other aspects of web site development. This book: Provides the foundations of web navigation and offers a framework for navigation design Paints a broad picture of web navigation and basic human information behavior Demonstrates how navigation reflects brand and affects site credibility Helps you understand the problem you're trying to solve before you set out to design Thoroughly reviews the mechanisms and different types of navigation Explores "information scent" and "information shape" Explains "persuasive" architecture and other design concepts Covers special contexts, such as navigation design for web applications Includes an entire chapter on tagging While Designing Web Navigation focuses on creating navigation systems for large, information-rich sites serving a business purpose, the principles and techniques in the book also apply to small sites. Well researched and cited, this book serves as an excellent reference on the topic, as well as a superb teaching guide. Each chapter ends with suggested reading and a set of questions that offer exercises for experiencing the concepts in action.

Atlas of the Heart

Atlas of the Heart
Author: Brené Brown
Release: 2021-11-30
Editor: Random House
Pages: 336
ISBN: 9780399592577
Language: en
Available for:

DESCRIPTION BOOK:

#1 NEW YORK TIMES BESTSELLER • In her latest book, Brené Brown writes, “If we want to find the way back to ourselves and one another, we need language and the grounded confidence to both tell our stories and be stewards of the stories that we hear. This is the framework for meaningful connection.” In Atlas of the Heart, Brown takes us on a journey through eighty-seven of the emotions and experiences that define what it means to be human. As she maps the necessary skills and an actionable framework for meaningful connection, she gives us the language and tools to access a universe of new choices and second chances—a universe where we can share and steward the stories of our bravest and most heartbreaking moments with one another in a way that builds connection. Over the past two decades, Brown’s extensive research into the experiences that make us who we are has shaped the cultural conversation and helped define what it means to be courageous with our lives. Atlas of the Heart draws on this research, as well as on Brown’s singular skills as a storyteller, to show us how accurately naming an experience doesn’t give the experience more power—it gives us the power of understanding, meaning, and choice. Brown shares, “I want this book to be an atlas for all of us, because I believe that, with an adventurous heart and the right maps, we can travel anywhere and never fear losing ourselves.”

Refugee Education across the Lifespan

Refugee Education across the Lifespan
Author: Doris S. Warriner
Release: 2021-08-24
Editor: Springer Nature
Pages: 447
ISBN: 9783030794705
Language: en
Available for:

DESCRIPTION BOOK:

This edited volume demonstrates how an educational linguistics approach to inquiry is well positioned to identify, examine, and theorize the language and literacy dimensions of refugee-background learners’ experiences. Contributions (from junior and senior scholars) explore and interrogate the policies, practices and ideologies of language and literacy in formal and informal educational settings as well as their implications for teaching and learning. Chapters in this collection will inform advances in the research base, future innovations in pedagogy, the professional development of teachers, and the educational opportunities that are made available to refugee-background children, youth and adults. The work showcased here will be of particular interest to teachers and teacher educators committed to inclusion, equity, and diversity; those developing curriculum and/or assessment; and researchers interested in the relationship between language practice, language policy and refugee education.

This Is Service Design Doing

This Is Service Design Doing
Author: Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
Release: 2018-01-02
Editor: "O'Reilly Media, Inc."
Pages: 568
ISBN: 9781491927137
Language: en
Available for:

DESCRIPTION BOOK:

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You’ll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

User Story Mapping

User Story Mapping
Author: Jeff Patton,Peter Economy
Release: 2014-09-05
Editor: "O'Reilly Media, Inc."
Pages: 324
ISBN: 9781491904886
Language: en
Available for:

DESCRIPTION BOOK:

User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software

Web Mapping Illustrated

Web Mapping Illustrated
Author: Tyler Mitchell
Release: 2005-06-17
Editor: "O'Reilly Media, Inc."
Pages: 367
ISBN: 9780596008659
Language: en
Available for:

DESCRIPTION BOOK:

Provides information on how to create custom maps from tools available over the Internet.

Experience Mapping tm

Experience Mapping tm
Author: Karen Newman
Release: 2009-12-09
Editor: Experience Mapping
Pages: 70
ISBN: 9781449958459
Language: en
Available for:

DESCRIPTION BOOK:

Experience Mapping(tm) will change your life-it's that simple. This practical and no-nonsense guide lays out, in an easy to follow step by step format, everything you need to know to live the life and lifestyle of your dreams. Written by a high powered former television executive who re-engineered her life when she realized it was headed in the wrong direction, Experience Mapping can literally help anyone to achieve anything. Simply by taking the power of past experience and mapping it to a bright and promise-filled future, readers learn how to take back control of their lives and to create their own powerful reality.As a successful woman in a male dominated industry, the author was forced to develop strategies and tools to break through her glass ceiling. But the more she thought about it, she realized that she faced many glass ceilings in her life, and all of them were holding her back. She knew she needed to change directions, but was afraid she didn't know how.And then she discovered the secrets of Experience Mapping.By distilling her experiences and expertise down into a simple and easy to follow process, the author shows you how to achieve anything you want to achieve. By following her guidelines, you will be able to reevaluate your past-and the multitude of accomplishments that you've already enjoyed-and to leverage it into an exciting and rewarding new future. The process starts with a positive mindset and by giving yourself credit where credit is due. From there, you need to think deeply about what you want from life and how you're going to get it. But this is where most people give up because the task appears to daunting. But with the structured and logical approach laid out in Experience Mapping, the process is not only easy, but exciting as well.Experience Mapping can help anyone to achieve anything they want. It's as simple as that.

The User s Journey

The User s Journey
Author: Donna Lichaw
Release: 2016-03-22
Editor: Rosenfeld Media
Pages: 160
ISBN: 9781933820361
Language: en
Available for:

DESCRIPTION BOOK:

Like a good story, successful design is a series of engaging moments structured over time. The User’s Journey will show you how, when, and why to use narrative structure, technique, and principles to ideate, craft, and test a cohesive vision for an engaging outcome. See how a “story first” approach can transform your product, feature, landing page, flow, campaign, content, or product strategy.

Adaptive Path s Guide to Experience Mapping

Adaptive Path s Guide to Experience Mapping
Author: Adaptive Path
Release: 2015-06-29
Editor: Unknown
Pages: 329
ISBN: 1320585450
Language: en
Available for:

DESCRIPTION BOOK:

Increasingly, customers choose products and services based on the quality of the experiences they have with them. To prevent those experiences from breaking down, and to help organizations navigate cross-channel complexity, you need a map.Experience mapping is a strategic process of capturing and communicating complex customer interactions. The activity of mapping builds knowledge and consensus across your organization, and the map helps build seamless customer experiences.New challenges require new approaches. Map the experience to:>Make smarter decisions>Bring teams together>Build deeper empathy>Clarify the big picture

Designing Experiences

Designing Experiences
Author: J. Robert Rossman,Mathew D. Duerden
Release: 2019-07-23
Editor: Columbia University Press
Pages: 205
ISBN: 9780231549516
Language: en
Available for:

DESCRIPTION BOOK:

In an increasingly experience-driven economy, companies that deliver great experiences thrive, and those that do not die. Yet many organizations face difficulties implementing a vision of delivering experiences beyond the provision of goods and services. Because experience design concepts and approaches are spread across multiple, often disconnected disciplines, there is no book that succinctly explains to students and aspiring professionals how to design them. J. Robert Rossman and Mathew D. Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish. Rossman and Duerden challenge us to reflect on what makes a great experience from the user’s perspective. They provide a framework of experience types, explaining people’s engagement with products and services and what makes experiences personal and fulfilling. The book presents interdisciplinary research underlying key concepts such as memory, intentionality, and dramatic structure in a down-to-earth style, drawing attention to both the macro and micro levels. Designing Experiences features detailed instructions and numerous real-world examples that clarify theoretical principles, making it useful for students and professionals. An invaluable overview of a growing field, the book provides readers with the tools they need to design innovative and indelible experiences and to move their organizations into the experience economy. Designing Experiences features a foreword by B. Joseph Pine II.

Orchestrating Experiences

Orchestrating Experiences
Author: Chris Risdon,Patrick Quattlebaum
Release: 2018
Editor: Unknown
Pages: 336
ISBN: 193382073X
Language: en
Available for:

DESCRIPTION BOOK:

Customer experiences are increasingly complicated--with multiple channels, touchpoints, contexts, and moving parts--all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.

Mapping Experiences

Mapping Experiences
Author: Jim Kalbach
Release: 2016-04-25
Editor: "O'Reilly Media, Inc."
Pages: 381
ISBN: 9781491923504
Language: en
Available for:

DESCRIPTION BOOK:

If you want to create products and services that provide real value, you should first identify touchpoints--areas where business and customer needs intersect. This practical book shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design. Author Jim Kalbach, Principal UX Designer with Citrix, introduces you to the principles behind alignment diagrams--a class of deliverable also known as experience mapping--using several examples. You'll learn how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals. Using alignment diagrams, you'll not only be able to orchestrate business-customer touchpoints, but also gain stakeholder support for a product or service that provides value to both your business and your customers. This book is ideal for product managers, marketers, customer experience professionals, and designers.

Geographies of Campus Inequality

Geographies of Campus Inequality
Author: Janel E. Benson,Elizabeth M. Lee
Release: 2020-08-14
Editor: Oxford University Press, USA
Pages: 217
ISBN: 9780190848156
Language: en
Available for:

DESCRIPTION BOOK:

"Sociological research on the experience of first-generation college students has expanded significantly in the last decade, providing broad-ranging data about the ways that these students enter college settings and their comparative progress toward graduation. However, we still know little about differences among first-gen students. In this book, we problematize the notion that there is only way to be a first generation student, and we consider the implications that different routes into and through college have for post-college mobility. Drawing on interviews with 64 college students at one highly selective campus and national longitudinal survey data from 28 campuses, we found that rather than developing a sense of belonging on campus at large, first-generation students were located in one of four different smaller multi-dimensional niches, what we refer to as campus geographies"--

Mapping Precariousness Labour Insecurity and Uncertain Livelihoods

Mapping Precariousness  Labour Insecurity and Uncertain Livelihoods
Author: Emiliana Armano,Arianna Bove,Annalisa Murgia
Release: 2017-04-07
Editor: Taylor & Francis
Pages: 236
ISBN: 9781317100843
Language: en
Available for:

DESCRIPTION BOOK:

The condition of precariousness not only provides insights into a segment of the world of work or of a particular subject group, but is also a standpoint for an overview of the condition of the social on a global scale. Because precariousness is multidimensional and polysemantic, it traverses contemporary society and multiple contexts, from industrial to class, gender, family relations as well as political participation, citizenship and migration. This book maps the differences and similarities in the ways precariousness and insecurity in employment and beyond unfold and are subjectively experienced in regions and sectors that are confronted with different labour histories, legislations and economic priorities. Establishing a constructive dialogue amongst different global regions and across disciplines, the chapters explore the shift from precariousness to precariat and collective subjects as it is being articulated in the current global crisis. This edited collection aims to continue a process of mapping experiences by means of ethnographies, fieldwork, interviews, content analysis, where the precarious define their condition and explain how they try to withdraw from, cope with or embrace it. This is valuable reading for students and academics interested in geography, sociology, economics and labour studies.

The Jobs To Be Done Playbook

The Jobs To Be Done Playbook
Author: Jim Kalbach
Release: 2020-04-07
Editor: Rosenfeld Media
Pages: 320
ISBN: 9781933820521
Language: en
Available for:

DESCRIPTION BOOK:

These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice–to–have, it's a strategic imperative. The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action. This book shows you techniques to make offerings people want, as well as make people want your offering.

Walking and Mapping

Walking and Mapping
Author: Karen O'Rourke
Release: 2016-02-12
Editor: MIT Press
Pages: 349
ISBN: 9780262528955
Language: en
Available for:

DESCRIPTION BOOK:

An exploration of walking and mapping as both form and content in art projects using old and new technologies, shoe leather and GPS. From Guy Debord in the early 1950s to Richard Long, Janet Cardiff, and Esther Polak more recently, contemporary artists have returned again and again to the walking motif. Today, the convergence of global networks, online databases, and new tools for mobile mapping coincides with a resurgence of interest in walking as an art form. In Walking and Mapping, Karen O'Rourke explores a series of walking/mapping projects by contemporary artists. She offers close readings of these projects—many of which she was able to experience firsthand—and situates them in relation to landmark works from the past half-century. Together, they form a new entity, a dynamic whole greater than the sum of its parts. By alternating close study of selected projects with a broader view of their place in a bigger picture, Walking and Mapping itself maps a complex phenomenon.

CX That Sings An Introduction to Customer Journey Mapping

CX That Sings  An Introduction to Customer Journey Mapping
Author: Jennifer L. Clinehens
Release: 2019-01-15
Editor: Jennifer Clinehens
Pages: 247
ISBN:
Language: en
Available for:

DESCRIPTION BOOK:

4.5/5 star rating on Goodreads Do you know what makes your customers tick? This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. CX That Sings will guide you, step-by-step, through the mapping process. You’ll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. In CX That Sings, you’ll discover: - Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away - Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining - How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas - Free bonus material, including customer experience case studies - Free access to online resources What readers are saying: - "Very clear with lots of useful online resources." - "This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important." About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings. You can learn more about CX That Sings and the author at CXThatSings.com