Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams, 2/e

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

顧客對產品和服務有不一致的體驗時，可以理解他們會感到沮喪。但對於那些無法找出問題原因的組織來說，情況更糟，因為他們過於關注流程。這本更新的書籍向您的團隊展示如何使用對齊圖表將有價值的顧客觀察轉化為可行的洞察力。憑藉這種強大的技巧，您可以直觀地繪製現有的顧客體驗並設想未來的解決方案。

設計師、產品和品牌經理、市場專家和企業主將發現體驗圖表如何幫助您確定業務目標和顧客觀點的交集。憑藉這些洞察，您可以為您所服務的人提供真正的價值。繪製體驗不僅僅是產品和服務設計，而是關於理解人類的狀況。

• 使用最新的繪圖技術強調業務中的最新變化


• 創建考慮到多通道體驗和生態系統設計的圖表


• 了解引導越來越成為繪圖工作的一部分，將焦點從可交付成果轉移到可行性


• 探索將各種繪圖應用於非商業環境的方法，例如幫助家庭暴力受害者

Jim Kalbach 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.

Jim 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.

Jim plays jazz bass in jam sessions and combos in Jersey City, where his currently lives. In 2007 Jim published his first full-length book with O'Reilly, Designing Web Navigation. He blogs at experiencinginformation.com and tweets under @jimkalbach.

Jim Kalbach是一位著名的作者、演講者和使用者體驗設計、資訊架構和策略的教師。他目前擔任MURAL的客戶成功主管，MURAL是一個領先的視覺化在線工作空間，用於遠程協作。

Jim曾與eBay、Audi、SONY、Elsevier Science、LexisNexis和Citrix等大公司合作。在2013年回到美國之前，他在德國生活了十五年，並共同創辦了歐洲資訊架構會議。他還在德國共同創辦了IA Konferenz系列。

Jim在新澤西州的澤西市參加爵士樂團和即興演奏。2007年，Jim與O'Reilly合作出版了他的第一本長篇書籍《設計網頁導航》。他在experiencinginformation.com上撰寫博客，並在Twitter上使用@jimkalbach進行推文。