Book Overview

“Mapping Experiences” by Jim Kalbach is a comprehensive guide that teaches businesses how to visualize and map customer experiences to create better alignment and improve strategic planning. Kalbach’s book provides actionable techniques for understanding and designing user experiences through various mapping methods.

Key Concepts

• Experience Mapping: Kalbach introduces the concept of experience mapping, which involves creating visual representations of customer journeys and interactions. This helps businesses identify pain points and opportunities for improvement.
• Alignment Diagrams: The book emphasizes the use of alignment diagrams to align business processes with customer needs. These diagrams help teams understand how their actions impact customer experiences and drive strategic improvements.
• Practical Techniques: “Mapping Experiences” offers practical techniques for creating different types of maps, such as journey maps, service blueprints, and experience maps. These tools enable businesses to capture and analyze customer interactions comprehensively.
• Collaborative Approach: Kalbach advocates for a collaborative approach to mapping experiences, involving cross-functional teams to ensure a holistic understanding of customer journeys.

Pricing

“Mapping Experiences” is available on Amazon for $35.00. To purchase the book or learn more, visit the Amazon link provided.

Discover More

To learn how to visualize and map customer journeys for better alignment and strategic planning, purchase “Mapping Experiences” by Jim Kalbach on Amazon.