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Mapping Experiences: A Complete Guide To Creating Value Through Journeys, Blueprints, And Diagrams
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Customers Who Have Inconsistent, Broken Experiences With Products And Services Are Understandably Frustrated. But Its Worse When People Inside These Companies Cant Pinpoint The Problem Because Theyre 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 Goals And Customer Perspectives Intersect. Once Youre Armed With This Data, You Can Provide Users With Real Value.Mapping Experiences Is Divided Into Three Parts: Understand The Underlying Principles Of Diagramming, And Discover How These Diagrams Can Inform Strategy Learn How To Create Diagrams With The Four Iterative Modes In The Mapping Process: Setting Up A Mapping Initiative, Investigating The Evidence, Visualizing The Process, And Using Diagrams In Workshops And Experiments See Key Diagrams In Action, Including Service Blueprints, Customer Journey Maps, Experience Maps, Mental Models, And Spatial Maps And Ecosystem Models
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.
- Q: What is the page count of this book? A: This book has three hundred seventy-nine pages. It's designed to provide in-depth insights on mapping customer experiences.
- Q: What are the book's dimensions? A: The book measures nine and a half inches in length, zero point five one inches in width, and seven point five two inches in height. These dimensions make it easy to handle and store.
- Q: What type of binding does the book have? A: The book is available in paperback binding. This makes it lightweight and convenient for reading and portability.
- Q: Who is the author of this book? A: The author is James Kalbach. He is recognized for his expertise in customer experience and design.
- Q: What category does this book belong to? A: This book is categorized under Decision-Making & Problem Solving. It provides strategies to enhance customer experiences.
- Q: Is this book suitable for beginners? A: Yes, this book is suitable for beginners. It introduces the principles of experience mapping in an accessible way.
- Q: How can I apply the concepts from this book? A: You can apply the concepts by creating alignment diagrams to visualize customer experiences. This will help in identifying gaps and improving service.
- Q: What kind of professionals would benefit from this book? A: Product and brand managers, marketing specialists, and business owners would benefit from this book. It offers practical tools for improving customer insights.
- Q: Does the book include practical exercises? A: Yes, the book includes practical exercises. It guides you through creating diagrams in various iterative modes.
- Q: Is there any specific terminology I need to know before reading? A: No specific terminology is required before reading. The book is designed to be understandable for all levels.
- Q: How should I store this book? A: Store this book in a cool, dry place to preserve its condition. Keeping it on a bookshelf will protect it from damage.
- Q: Can I lend this book to someone? A: Yes, you can lend this book to someone. Just ensure it's returned in good condition.
- Q: What if the book arrives damaged? A: If the book arrives damaged, you should contact the seller for a return or replacement. Most retailers have a policy for such issues.
- Q: Is there a warranty on this book? A: No, books typically do not come with a warranty. However, check the retailer's return policy for any guarantees.
- Q: What should I do if I have questions while reading? A: If you have questions while reading, consider joining online forums or communities focused on customer experience. They can provide additional insights.
- Q: Can I find additional resources related to this book? A: Yes, many online resources and communities discuss the concepts in this book. You can find articles, videos, and workshops related to experience mapping.