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Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
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About the Author
Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading visual online workspace for remote collaboration.Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Before returning to the U.S. in 2013 after living for fifteen years in Germany, Jim was the co-founder of the European Information Architecture conferences. He also co-founded the IA Konferenz series in Germany.Jim plays jazz bass in jam sessions and combos in Jersey City, where his currently lives. In 2007 Jim published his first full-length book with O’Reilly, Designing Web Navigation. His second book, Mapping Experiences (O’Reilly) was published in 2016. He blogs at experiencinginformation.com and tweets under @jimkalbach.
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Product details
Paperback: 384 pages
Publisher: O'Reilly Media; 1 edition (May 5, 2016)
Language: English
ISBN-10: 9781491923535
ISBN-13: 978-1491923535
ASIN: 1491923539
Product Dimensions:
9 x 0.6 x 7.3 inches
Shipping Weight: 1.6 pounds (View shipping rates and policies)
Average Customer Review:
4.7 out of 5 stars
52 customer reviews
Amazon Best Sellers Rank:
#27,343 in Books (See Top 100 in Books)
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.
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.
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!
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.
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.
Very usefull guidence to the graphic organizers and mapping processes in business. A full variety of cases and visual diagrams for business and customer journey. I am fond of it when preparing new course Design management.
Excellent! No other resource provides such a thorough and thoughtful overview of the many kinds of experience maps and related visual models. I consider this the new bible of visual experience mapping. As someone who has been deep into both customer experience from a marketing perspective and UX research and design, I would recommend this to anyone in who wants to add these visual tools to their toolbox and actually understand when, where, how, for who, and why to use them. Highly recommended.
A remarkable work, beautifully illustrated and complete with literature references. Very useful for anyone involved in design, product development and problem solving for increased customer satisfaction.
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