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Mapping Experiences

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Mapping Experiences

Mapping Experiences Book
Author : Jim Kalbach
Publisher : "O'Reilly Media, Inc."
Release : 2016-04-25
ISBN : 1491923482
Language : En, Es, Fr & De

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Book Description :

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 Book
Author : James Kalbach
Publisher : O'Reilly Media
Release : 2020-11-23
ISBN : 1492076600
Language : En, Es, Fr & De

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Book Description :

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 Book
Author : Jerry Angrave
Publisher : Walter de Gruyter GmbH & Co KG
Release : 2020-10-12
ISBN : 311064133X
Language : En, Es, Fr & De

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Book Description :

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

Atlas of the Heart

Atlas of the Heart Book
Author : Brené Brown
Publisher : Random House
Release : 2021-11-30
ISBN : 0399592571
Language : En, Es, Fr & De

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Book Description :

#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.”

Designing Web Navigation

Designing Web Navigation Book
Author : James Kalbach
Publisher : "O'Reilly Media, Inc."
Release : 2007-08-28
ISBN : 9780596553784
Language : En, Es, Fr & De

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Book Description :

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.

This Is Service Design Doing

This Is Service Design Doing Book
Author : Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
Publisher : "O'Reilly Media, Inc."
Release : 2018-01-02
ISBN : 1491927135
Language : En, Es, Fr & De

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Book Description :

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 Experience Mapping

User Experience Mapping Book
Author : Peter W. Szabo
Publisher : Packt Publishing Ltd
Release : 2017-05-26
ISBN : 1787127605
Language : En, Es, Fr & De

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Book Description :

Understand your users, gain strategic insights, and make your product development more efficient with user experience mapping About This Book Detailed guidance on the major types of User Experience Maps. Learn to gain strategic insights and improve communication with stakeholders. Get an idea on creating wireflows, mental model maps, ecosystem maps and solution maps Who This Book Is For This book is for Product Manager, Service Managers and Designers who are keen on learning the user experience mapping techniques. What You Will Learn Create and understand all common user experience map types. Use lab or remote user research to create maps and understand users better. Design behavioral change and represent it visually. Create 4D user experience maps, the “ultimate UX deliverable”. Capture many levels of interaction in a holistic view. Use experience mapping in an agile team, and learn how maps help in communicating within the team and with stakeholders. Become more user focused and help your organisation become user-centric. In Detail Do you want to create better products and innovative solutions? User Experience Maps will help you understand users, gain strategic insights and improve communication with stakeholders. Maps can also champion user-centricity within the organisation. Two advanced mapping techniques will be revealed for the first time in print, the behavioural change map and the 4D UX map. You will also explore user story maps, task models and journey maps. You will create wireflows, mental model maps, ecosystem maps and solution maps. In this book, the author will show you how to use insights from real users to create and improve your maps and your product. The book describes each major User Experience map type in detail. Starting with simple techniques based on sticky notes moving to more complex map types. In each chapter, you will solve a real-world problem with a map. The book contains detailed, beginner level tutorials on creating maps using different software products, including Adobe Illustrator, Balsamiq Mockups, Axure RP or Microsoft Word. Even if you don't have access to any of those, each map type can also be drawn with pen and paper. Beyond creating maps, the book will also showcase communication techniques and workshop ideas. Although the book is not intended to be a comprehensive guide to modern user experience or product management, its novel ideas can help you create better solutions. You will also learn about the Kaizen-UX management framework, developed by the author, now used by many agencies and in-house UX teams in Europe and beyond. Buying this map will give you hundreds of hours worth of user experience knowledge, from one of the world's leading UX consultants. It will change your users' world for the better. If you are still not convinced, we have hidden some cat drawings in it, just in case. Style and approach An easy to understand guide, filled with real world use cases on how to plan, prioritize and visualize your project on customer experience

User Story Mapping

User Story Mapping Book
Author : Jeff Patton,Peter Economy
Publisher : "O'Reilly Media, Inc."
Release : 2014-09-05
ISBN : 1491904887
Language : En, Es, Fr & De

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Book Description :

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

The User s Journey

The User s Journey Book
Author : Donna Lichaw
Publisher : Rosenfeld Media
Release : 2016-03-22
ISBN : 1933820365
Language : En, Es, Fr & De

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Book Description :

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.

Experience Mapping tm

Experience Mapping tm  Book
Author : Karen Newman
Publisher : Experience Mapping
Release : 2009-12
ISBN : 1449958451
Language : En, Es, Fr & De

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Book Description :

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.

Mapping Experiences

Mapping Experiences Book
Author : James Kalbach
Publisher : "O'Reilly Media, Inc."
Release : 2016-04-25
ISBN : 1491923504
Language : En, Es, Fr & De

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Book Description :

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.

Web Mapping Illustrated

Web Mapping Illustrated Book
Author : Tyler Mitchell
Publisher : "O'Reilly Media, Inc."
Release : 2005
ISBN : 0596008651
Language : En, Es, Fr & De

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Book Description :

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

Orchestrating Experiences

Orchestrating Experiences Book
Author : Chris Risdon,Patrick Quattlebaum
Publisher : Unknown
Release : 2018
ISBN : 9781933820736
Language : En, Es, Fr & De

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Book Description :

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.

Idea Mapping

Idea Mapping Book
Author : Jamie Nast
Publisher : John Wiley & Sons
Release : 2012-06-15
ISBN : 111842929X
Language : En, Es, Fr & De

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Book Description :

Download Idea Mapping book written by Jamie Nast, available in PDF, EPUB, and Kindle, or read full book online anywhere and anytime. Compatible with any devices.

Refugee Education across the Lifespan

Refugee Education across the Lifespan Book
Author : Doris S. Warriner
Publisher : Springer
Release : 2021-09-14
ISBN : 9783030794699
Language : En, Es, Fr & De

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Book Description :

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.

Adaptive Path s Guide to Experience Mapping

Adaptive Path s Guide to Experience Mapping Book
Author : Adaptive Path
Publisher : Unknown
Release : 2015-06-29
ISBN : 9781320585453
Language : En, Es, Fr & De

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Book Description :

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 Interfaces

Designing Interfaces Book
Author : Jenifer Tidwell
Publisher : "O'Reilly Media, Inc."
Release : 2005-11-21
ISBN : 0596008031
Language : En, Es, Fr & De

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Book Description :

Provides information on designing easy-to-use interfaces.

The Jobs To Be Done Playbook

The Jobs To Be Done Playbook Book
Author : Jim Kalbach
Publisher : Rosenfeld Media
Release : 2020-04-07
ISBN : 1933820527
Language : En, Es, Fr & De

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Book Description :

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 Book
Author : Karen O'Rourke
Publisher : MIT Press
Release : 2016-02-12
ISBN : 0262528959
Language : En, Es, Fr & De

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Book Description :

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.

Mapping Precariousness Labour Insecurity and Uncertain Livelihoods

Mapping Precariousness  Labour Insecurity and Uncertain Livelihoods Book
Author : Emiliana Armano,Arianna Bove,Annalisa Murgia
Publisher : Routledge
Release : 2017-04-07
ISBN : 1317100832
Language : En, Es, Fr & De

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Book Description :

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.