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by James Kalbach
Mapping Experiences, 2nd Edition
1. Investigate: Make It Real
Review Existing Sources
Consolidate Findings
Make Conclusions
Interview Within the Organization
Conduct Interviews
Create a Draft Diagram
Touchpoint Inventory
Conduct Research Externally
Field Research
Debrief
Analyze the Data
Informal analysis
Formal analysis
Quantitative Research
Summary
Further Reading
Diagram and Image Credits
2. Illustrate: Make it Visual
Lay Out the Diagram
Displaying Chronology
Compile the Content
Qualitative Information
Quantitative Information
Design the Information
Typography
Graphic Elements
Visual Hierarchy
Example Diagramming Process
Tools and Software
Desktop software
Web-Based Tools
Summary
Further Reading
Diagram and Image Credits
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