000			03403cam a2200421 i 4500
001			22699909
005			20240319104107.0
008			220718s2021 cc ad b 001 0 eng d
010			_a 2021304181
015			_aGBC0F9551 _2bnb
016	7		_a019977649 _2Uk
020			_a9781492076636 _qpaperback
020			_a1492076635 _qpaperback
035			_a(OCoLC)on1202881786
040			_aUKMGB _beng _erda _cUKMGB _dOCLCO _dOCLCF _dDMM _dSINLB _dJRZ _dOCLCO _dOCL _dS2H _dOCLCO _dDLC
042			_alccopycat
050	0	0	_aHF5415.335 _b.K35 2021
082	0	0	_a658.812 _223/eng/20220718
100	1		_aKalbach, James, _eauthor.
245	1	0	_aMapping experiences _b: a complete guide to customer alignment through journeys, blueprints, and diagrams _c/ Jim Kalbach.
250			_aSecond edition.
264		1	_aBeijing ; _aBoston : _bO'Reilly, _c[2021]
300			_axxv, 408 pages : _bcolor illustrations, charts ; _c19 x 24 cm
500			_aPrevious edition: 2016.
504			_aIncludes bibliographical references (pages 389-398) and index.
505	0		_aVisualizing value: aligning outside-in — Fundamentals of mapping experiences — Employee experience: aligning inside — Visualizing strategic insight — Initiate: starting a mapping project — Investigate : make it real — Illustrate: make it visual — Alighnment workshops : find the right problem to solve — Envisioning future experiences : build the right solution — Service blueprints — Customer journey maps — Experience maps — Mental model diagrams — Ecosystem models.
520			_aCustomers who have inconsistemt 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 sepcialists, 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 appy mapping of all kinds to noncommercial settings, such as helping victims of domestic violence.
650		0	_aInformation visualization.
650		0	_aConsumer satisfaction _xEvaluation.
650		6	_aEfficacité organisationnelle.
650		7	_aConsumer satisfaction _xEvaluation. _2fast _0(OCoLC)fst00876404
650		7	_aCustomer relations. _2fast _0(OCoLC)fst00885533
650		7	_aMappings (Mathematics) _2fast _0(OCoLC)fst01008724
650		7	_aOrganizational effectiveness. _2fast _0(OCoLC)fst01047852
650		7	_aOrganizational learning. _2fast _0(OCoLC)fst01047870
942			_2lcc _c1
999			_c3599 _d3599
041			_aEnglish