Ebook: Mapping Experiences: Aligning for Business Value
Author: James Kalbach
- Tags: Consumer Behavior Marketing Sales Business Money Web Design Dreamweaver Fireworks Flash Development Computers Technology User Experience Usability Internet Social Media Blogging Blogs eBay E Commerce Hacking Online Searching Search Engine Optimization for Browsers Economics Economic Theory Macroeconomics Microeconomics Finance New Used Rental Textbooks Specialty Boutique Computer Science Algorithms Artificial Intelligence Database Storage Graphics Visualization Networking Object Oriented Softwar
- Year: 2015
- Publisher: O’Reilly Media
- Edition: 1 (Early Release)
- Language: English
- epub
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.