Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
- Downloads：2199
- Type：Epub+TxT+PDF+Mobi
- Create Date：2021-04-09 11:51:57
- Update Date：2025-09-06
- Status：finish
- Author：James Kalbach
- ISBN：1492076635
- Environment：PC/Android/iPhone/iPad/Kindle
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Summary
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
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
Reviews
Jana
，
This is an excellent overview for different conceptual mappings of user experience。 It covers a wide range of any type of user experience visualization that I've ever heard of。 You should read this book if you are entering the field of UX design。Two down sides: the text is pretty dull at times and I wish the images could have been shown in more detail or with some close ups。 I almost had to pull out a magnifying glass to get a good read on many of the images within the book。 This is an excellent overview for different conceptual mappings of user experience。 It covers a wide range of any type of user experience visualization that I've ever heard of。 You should read this book if you are entering the field of UX design。Two down sides: the text is pretty dull at times and I wish the images could have been shown in more detail or with some close ups。 I almost had to pull out a magnifying glass to get a good read on many of the images within the book。 。。。more
Karla Kitalong
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Seriously， Goodreads。 Why do you keep logging me as finished？ Everytime I update from "Read" to "Currently Reading，" you credit me with rereading。 I am reading this book for the 1st time， not the 4th。 Sigh。 I haven't figured out how to correct this， but I will keep trying things。 Seriously， Goodreads。 Why do you keep logging me as finished？ Everytime I update from "Read" to "Currently Reading，" you credit me with rereading。 I am reading this book for the 1st time， not the 4th。 Sigh。 I haven't figured out how to correct this， but I will keep trying things。 。。。more
Leo Leo
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Highly recommended for those who are struggling with CJM & Persona。。。
Natasha
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Goddamn， this was full of insights！ On the surface， this book is a collection of methods for mapping experiences， mental models， and service ecosystems。 But， at its core， it's is about how to create better conversations in siloed organizations。 If you've ever wondered why organizations in healthcare， government， or education have repeatedly failed to deliver value to the people they serve — and want to do something about that — get this book。 If you want to understand why some organizations don' Goddamn， this was full of insights！ On the surface， this book is a collection of methods for mapping experiences， mental models， and service ecosystems。 But， at its core， it's is about how to create better conversations in siloed organizations。 If you've ever wondered why organizations in healthcare， government， or education have repeatedly failed to deliver value to the people they serve — and want to do something about that — get this book。 If you want to understand why some organizations don't have that problem — and learn from them — get this book。Other things I appreciated: - It's comprehensive。 Kalbach offers a detailed introduction to the most common techniques， with informative examples， case studies， and suggestions for further reading。- It's well-organized。 I read it slowly over several weeks， but it can just as easily be used as a reference。- It follows the flow of ideas。 A designer who actually credits people for their ideas and shows where they came from？ Nice！I bought this book to make sense of five years of illness and frustration in healthcare， but I'll be revisiting it for years to come。 5 stars for impact。 。。。more
Nacho Bassino
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Very interesting compilation of diagram types， with examples， uses， and their value。 Without a deep dive on any single type， it still provides the necessary tools to get started with any of them。
Mariana García
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When in doubt on how to create information maps that help taking product decisions forward， check this book。 Reusing several of the examples here displayed has given me an obvious advantage when displaying complex information relationships for my stakeholders meetings。 Everyone leaves happy to have been able to contribute into the information map and with clear action points to develop next without getting lost in abstract conversations。 It's almost like I've learned a secret weapon， all informa When in doubt on how to create information maps that help taking product decisions forward， check this book。 Reusing several of the examples here displayed has given me an obvious advantage when displaying complex information relationships for my stakeholders meetings。 Everyone leaves happy to have been able to contribute into the information map and with clear action points to develop next without getting lost in abstract conversations。 It's almost like I've learned a secret weapon， all information can be diagrammed with enough practice。 。。。more
Abhilash Gopalakrishnan
，
Customer experience mapping is explained end to end with example diagrams in this book。 The diagrams help generate insights and this is a great toolbox anyone interested in innovation。
Uriel Vidal
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Es muy libro bastante amplio que trata de abarcar muchas formas de generación de mapas mentales， pero no profundiza en ninguno。 A veces tiene partes donde no se sabe exactamente cual es el propósito del capítulo en el libro， como si fuera un compendio de cosas que se agruparon por el hecho de ser representaciones pictóricas de la experiencia de usuario。 Va dirigido， al menos eso sentí， a diseñadores y artistas gráficos que ayuden en la generación de producto。El gran punto a favor es que da mucha Es muy libro bastante amplio que trata de abarcar muchas formas de generación de mapas mentales， pero no profundiza en ninguno。 A veces tiene partes donde no se sabe exactamente cual es el propósito del capítulo en el libro， como si fuera un compendio de cosas que se agruparon por el hecho de ser representaciones pictóricas de la experiencia de usuario。 Va dirigido， al menos eso sentí， a diseñadores y artistas gráficos que ayuden en la generación de producto。El gran punto a favor es que da muchas recomendaciones de lectura， sirve como referencia de los mapas presentados y tiene muy buenas ilustraciones que vale la pena comprar el libro físico。 。。。more
Mika
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Really good advice on creating diagrams。 I learned so much。
Nelson Zagalo
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Gostei do livro "Mapping Experiences Diagrams" （2016）， mas não me será útil， ou seja， considero que aquilo que James Kalbach tenta aqui fazer， mapear as experiências de uso das aplicações， pelo menos do modo como foi feito， não funciona porque peca por um excesso de formalização do conhecimento。 No fundo a intenção era excelente， ajudar os designers a criar mapas de experiência， num tempo em que a experiência se assumiu como o mais importante de qualquer aplicação， mas o caminho escolhido pelo a Gostei do livro "Mapping Experiences Diagrams" （2016）， mas não me será útil， ou seja， considero que aquilo que James Kalbach tenta aqui fazer， mapear as experiências de uso das aplicações， pelo menos do modo como foi feito， não funciona porque peca por um excesso de formalização do conhecimento。 No fundo a intenção era excelente， ajudar os designers a criar mapas de experiência， num tempo em que a experiência se assumiu como o mais importante de qualquer aplicação， mas o caminho escolhido pelo autor acaba sendo algo despropositado。O resto da análise pode ser lida no VI em:https://virtual-illusion。blogspot。com。。。 。。。more
Andre
，
Fantastic book that has been an essential reference for me since it came out。 So much valuable information （especially the diagrams） that has helped me in my professional life。 I have recommended this book to several of my colleagues who have used in our design efforts in our workplaces。 I also like how the author added other book references and articles if you wanted to learn more about the items he discussed in the chapters。 I initially bought this in digital format but I found having a book c Fantastic book that has been an essential reference for me since it came out。 So much valuable information （especially the diagrams） that has helped me in my professional life。 I have recommended this book to several of my colleagues who have used in our design efforts in our workplaces。 I also like how the author added other book references and articles if you wanted to learn more about the items he discussed in the chapters。 I initially bought this in digital format but I found having a book copy essential for me。 I highly recommend this book。 。。。more
Deepthi
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Excellent to read for someone focusing on mapping user journeys for Product strategy and overview。 It has numerous case studies， which makes it easier to understand the methodologies。 Precisely for people who would like to have an in-depth knowledge of Experience/ Journey mapping especially Product managers/designers & UX Designers。
Juan Pedro
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Rarely do you find a book that is so generous in novel ideas on a subject。 Mapping Experiences is valuable for its insights but also for its many clever charts， mapping their mind boggling multidimensionality。
Juan Manuel Vera
，
Excelente。 Muy completo。 Excelente libro， muy completo y con estupenda bibliografía para consultar。 Dirigido a Profesionales de experiencia del Cliente。Muestra una gran cantidad de ejemplos muy detallados y da una clara explicación de las diferentes opciones de mappingEs sin duda un libro que no debe faltar en tu biblioteca。
Hellen
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Insightful overview of customer-centric mapping。 It makes a great resource！
Ahmad
，
This is a 'reference book'， the one you keep on your shelves， and open it once in a while if you need to read some specific part。 Not really cup of coffee tho。。 but i think its good to have it on my book shelves just in case。 This is a 'reference book'， the one you keep on your shelves， and open it once in a while if you need to read some specific part。 Not really cup of coffee tho。。 but i think its good to have it on my book shelves just in case。 。。。more
Alexander Chychykalo
，
useful guidance to the graphic organizers and mapping processes in business。 A full variety of cases and visual diagrams for business and customer journeys。
Ahmad hosseini
，
This is so good！This is book is one I will using for many years。 This is about insight， strategy， business and how to create value in it and also diagrams！Author offers good tips， tricks and case studies on different kind of diagrams like service blueprints， customer journey map， spatial models， experience map， etc。 This is a truly must read book for all product managers， ux experts， strategists， designers， business owners and everyone building products and services for great customer experience This is so good！This is book is one I will using for many years。 This is about insight， strategy， business and how to create value in it and also diagrams！Author offers good tips， tricks and case studies on different kind of diagrams like service blueprints， customer journey map， spatial models， experience map， etc。 This is a truly must read book for all product managers， ux experts， strategists， designers， business owners and everyone building products and services for great customer experience。 。。。more
Glenn Burnside
，
I think there's a group of people who would find this book indispensable。 But I'm not one of them。 I just don't think this way。 Too many years as a non-ui， systems and libraries developer。 When I think of "user experience" I still in my head just envision。。。。the code a user of my libraries would write。 This journey and experience mapping feels like complicated， 2D， over-size renderings of what could have been some basic documents and visuals。 And I keep thinking "ok， but someone's got to take al I think there's a group of people who would find this book indispensable。 But I'm not one of them。 I just don't think this way。 Too many years as a non-ui， systems and libraries developer。 When I think of "user experience" I still in my head just envision。。。。the code a user of my libraries would write。 This journey and experience mapping feels like complicated， 2D， over-size renderings of what could have been some basic documents and visuals。 And I keep thinking "ok， but someone's got to take all this and translate it into some working docs we can all actually refer to， right？" 。。。more
Paz
，
Es un libro manual， cómo los de la escuela。 Lleno de ejemplos， gráficos， aplicaciones prácticas y diagramas。 Definitivamente un libro para tener en el escritorio， recomendar y volver a abrir antes de cada reunión sobre "user journeys"。 Es un libro manual， cómo los de la escuela。 Lleno de ejemplos， gráficos， aplicaciones prácticas y diagramas。 Definitivamente un libro para tener en el escritorio， recomendar y volver a abrir antes de cada reunión sobre "user journeys"。 。。。more
Michael Dubakov
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Good book that provides you with many ideas and mechanisms how to explore user experience。 Many real examples， decent explanations。
Delhi Irc
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Location: GPTI IRCAccession No: DL028476
Michael Cabus
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This book is so good。。。comprehensive work on how to formulate and communicate strategy。 I feel it is a bit of a secret。。。and I would rather keep the wisdom in this book to myself。This book， like Dan Brown's Communicating Design， is one I will be using for many years。 The author has a clear， engaging writing style， which helps immensely。 If you want to know how to take your organization or business to new heights this is the book for you。 Look smart。。。look brilliant。。read this book！ This book is so good。。。comprehensive work on how to formulate and communicate strategy。 I feel it is a bit of a secret。。。and I would rather keep the wisdom in this book to myself。This book， like Dan Brown's Communicating Design， is one I will be using for many years。 The author has a clear， engaging writing style， which helps immensely。 If you want to know how to take your organization or business to new heights this is the book for you。 Look smart。。。look brilliant。。read this book！ 。。。more
Jose Papo
，
This is a truly must read book for all Product Managers， UX Experts， Designers and everyone building products and services for great customer experience。 In Part 1 the author explains the fundamentals of visualizing value and offer a fundamental on mapping experiences and strategic insight。 Part 2 is all about a general process you can use to map customer experiences。 Part 3 goes in details and offer tips and tricks on different kind of diagrams（like service blueprints， customer journey maps， Sp This is a truly must read book for all Product Managers， UX Experts， Designers and everyone building products and services for great customer experience。 In Part 1 the author explains the fundamentals of visualizing value and offer a fundamental on mapping experiences and strategic insight。 Part 2 is all about a general process you can use to map customer experiences。 Part 3 goes in details and offer tips and tricks on different kind of diagrams（like service blueprints， customer journey maps， Spatial Models， etc） and how to better use them。 I strongly recommend the book and for the best customer experience buy the printed book。 The visuals are great and you can use it a lot as reference！ 。。。more
Dave
，
Great review of experience maps diagrams， and more importantly， the process of developing a variety of experience map types plus their larger role in aligning teams and delivering better product/service outcome。I read the pre-release digital version on a paperwhite。 I don't recommend getting the pre-release （real deal is coming soon） because of very low resolution diagram images。 I strongly recommend NOT reading this on a kindle， or any reading with small screen or black-and-white only display。 Great review of experience maps diagrams， and more importantly， the process of developing a variety of experience map types plus their larger role in aligning teams and delivering better product/service outcome。I read the pre-release digital version on a paperwhite。 I don't recommend getting the pre-release （real deal is coming soon） because of very low resolution diagram images。 I strongly recommend NOT reading this on a kindle， or any reading with small screen or black-and-white only display。 。。。more
Anna Epishcheva
，