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

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...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Kalbach, James (Author)
Format: Electronic eBook
Language:Inglés
Published: Sebastopol, CA : O'Reilly Media Inc., 2016.
Subjects:
Information visualization.
Consumer satisfaction.
Consumer satisfaction > Evaluation.
Visualisation de l'information.
Consommateurs > Satisfaction.
Consommateurs > Satisfaction > Évaluation.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
BUSINESS & ECONOMICS > Customer Relations.
Information visualization
Consumer satisfaction
Consumer satisfaction > Evaluation
Online Access:Texto completo (Requiere registro previo con correo institucional)
Table of Contents:
  • 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.

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