Customers who have inconsistent experiences with products and services are understandably frustrated. But it’s worse for organizations that can’t pinpoint these problems because they’re too focused on their own processes. This updated edition shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. You’ll learn how this unique tool helps you visually map existing experience and envision future solutions.
Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming can help determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value.
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