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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

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Book ID Asin: B01F9Y6B9K
Book Title: Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
Book Author: Jim Kalbach
Book Format: unknownBook Price: unknown
Book Category: Kindle Store, Kindle eBooks, Business & Money and unknown
Book Rating: 362 ratings

Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams by Jim Kalbach Book Review

Name: XntheBoundary
Rating: 5.0 out of 5 stars
Title: A Key Guide for Customer Experience and Growth Strategy Teams
Date: Reviewed in the United States on May 12, 2018
Review: I picked this up to do my homework as a strategy lead in customer success at a large B2B SaaS company. I have a background in curriculum and instructional design before moving into business, and therefore am well read in design guides from another field, but relatively new to service and experience design in a business context. I found this volume to be an extremely helpful, thorough, and readable overview of the range of different experience mapping exercises that a business might go through to drive strategic decisions and execution. I'd call it a required textbook for customer experience teams, except it's much shorter than those biology and history textbooks from grade schools. It nevertheless goes just deep enough to know what to do to plan and deliver mapping exercises that will work. Reading this half-way through a 6 month project, I wish I had read it in the beginning - the pitfalls we experienced at the outset were warned against here, and the success we had later was definitely thank in part to Kalbach's guidance.

Name: Acom
Rating: 1.0 out of 5 stars
Title: Diagrams too small to read?
Date: Reviewed in the United States on February 25, 2020
Review: I'm not sure if this is just kindle but I can't read any of the diagrams. My paperback is coming in the mail today. Hopefully that's different.

Is there a zoom function in kindle that I'm missing? I click the image it doesn't open in a larger view. My browser zoom doesn't really do the trick.

Any ideas?

Name: Arty
Rating: 5.0 out of 5 stars
Title: Probably the best book on the topic
Date: Reviewed in the United States on October 28, 2018
Review: A thorough and comprehensive guide to user experience mapping; with extensive explanations, lot of examples, and great illustrations and diagrams. The only thing that could be a bit better is the size of the text and the diagrams. Some of them are bit shrunk to fit the page and make some of the annotations hard to read, but this doesn't make the core content of the book any less effective. Buy this one for an A-Z on UX mapping and visualization. Probably one the best available on this area right now!

Name: Sara Henderson
Rating: 3.0 out of 5 stars
Title: Keep a magnifying glass handy
Date: Reviewed in the United States on January 23, 2020
Review: I have no doubt the content is brilliant but know up front that this is an oddly shaped small book and the chart examples are small and very full. I’m having to put readers on top of my bifocals to get the information.

Name: Scott from Minnesota
Rating: 5.0 out of 5 stars
Title: Fantastic guide to the land of semantic confusion that is ...
Date: Reviewed in the United States on May 26, 2018
Review: Fantastic guide to the land of semantic confusion that is modern day UX design. Mapping Experiences is exceptionally clear and well-organized, introducing just enough framing to help you make sense of all of the available tools and techniques for mapping experiences in a design context without adding to the confusion with lots of new terms. It’s a great resource for finding the right tool for the job and getting started on the right foot.

Name: S. Tortorella
Rating: 4.0 out of 5 stars
Title: It is a comprehensive review of the topic and all ...
Date: Reviewed in the United States on June 11, 2016
Review: It is a comprehensive review of the topic and all aspects to consider in ...as the title says "Mapping Experiences" from customer journey maps and beyond. covers everything from how to write an project proposal for one to what software to use including collaborative software. My only criticism is that it is hard to see the examples in detail to fully understand. But in the end it is not about copying the examples, but how to create your own for what you need and all the choices and processes that go with defining what that is.

Name: Joshua & Jessi
Rating: 4.0 out of 5 stars
Title: Good For People Who Are Interested In Creating Powerful Diagrams
Date: Reviewed in the United States on November 30, 2017
Review: Great book with lots of examples to use as you work on projects or process improvement. The book does a great job of explaining when to use certain techniques and how to approach conversations about experience mapping and research.

Name: Rufus T. Firefly
Rating: 5.0 out of 5 stars
Title: Great book! Worth every penny.
Date: Reviewed in the United States on May 10, 2019
Review: Great book! Wonderful introduction to the tools you can use to map customer experiences and such. I'm applying this to a HVAC service company so these techniques can be used in any industry.