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Author James Kalbach
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 yo....
Release Date 2016/04 -
How to facilitate an experience mapping workshop
Author James Kalbach
What you'll learn—and how you can apply itOrganizational silos prevent alignment. Aligned organizations instead work across functional boundaries. They have a relentless focus on doing whatever it takes to ensure their constituents have great experiences.The purpo....
Release Date 2016/12 -
How to start an experience mapping project
Author James Kalbach
What you'll learn-and how you can apply itKicking off a mapping project and don’t know where to begin? You’re not alone. I’m often asked how to get started.Here’s the problem: “experience” defies precise definition. It’s a broad and fuzzy concept. You need to firs....
Release Date 2016/10 -
How to conduct qualitative research for an experience mapping project
Author James Kalbach
What you'll learn—and how you can apply itDiagrams of an experience—customer journey, experience maps, service blueprints, etc.—should be based on real-world research. Don’t just make the map up.The bulk of insights included in your map of an experience will come ....
Release Date 2016/11 -
Author James Kalbach
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. In this lesson, product and....
Release Date 2018/01 -
Rapid Techniques for Mapping Experiences
Author James Kalbach
If you want to create solutions that really provide value, the first step is to understand your customer’s experience. Mapping those experiences is the best way to accomplish that, but while many assume that mapping requires heavy upfront research and hi-fidelity v....
Release Date 2017/01 -
Mapping Experiences, 2nd Edition
Author James Kalbach
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 al....
Release Date 2020/11