Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams 1st Edition

by James Kalbach (Author)

28 customer reviews

ISBN-13: 978-1491923535

ISBN-10: 1491923539

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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 goals and customer perspectives intersect. Once you’re 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

Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

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Editorial Reviews

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: 1491923539
ISBN-13: 978-1491923535
Product Dimensions: 9 x 0.6 x 7.3 inches
Shipping Weight: 1.7 pounds (View shipping rates and policies)
Average Customer Review: 4.7 out of 5 stars See all reviews (28 customer reviews)
Amazon Best Sellers Rank: #17,302 in Books (See Top 100 in Books)
- #2 in Books > Textbooks > Business & Finance > Business Development
- #7 in Books > Computers & Technology > Graphics & Design > User Experience & Usability
- #16 in Books > Computers & Technology > Web Development & Design > Web Design

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Customer Reviews

4.7 out of 5 stars

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Top Customer Reviews

It is a comprehensive review of the topic and all ...

ByS. Tortorellaon June 11, 2016

Format: PaperbackVerified Purchase

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.

0Comment 5 people found this helpful. Was this review helpful to you?YesNo

Business in graphic nutshell

ByElena Ivanovaon April 4, 2017

Format: PaperbackVerified Purchase

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.

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The new bible of experience mapping

ByMichael D Mooreon June 2, 2016

Format: PaperbackVerified Purchase

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.

0Comment 6 people found this helpful. Was this review helpful to you?YesNo

Must-Have Tool for Customer and Employeee Experience Professionals

ByLUCKVINE VOICEon December 29, 2016

Format: PaperbackVerified Purchase

This is the must-have guide for business analysts and project managers designing employee and customer experiences. It skips the laborious theories in many books, and jumps right into practical examples and exercises you can use with yoru team to assess and improve your processes.

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A Comprehensive Journey Through Journey Mapping!

ByLeo Frishbergon May 2, 2016

Format: Paperback

When I first took a workshop from Jim on the topic of Diagramming and Customer Experience, I was overjoyed that he had put together such a comprehensive discussion of the topic. Imagine my delight, then, when Jim put his thoughts to paper and created Mapping Experiences.

Three things stand out for me in this book:
* The "taxonomy" of diagrams used in the CX domain. This is the first book I've found that actually catalogs all of the various types of diagrams we use in our discipline
* A theoretical framework that underlies **all** diagrams, specifically the relationship of the business processes to the customer experience ("back of house" vs. "front of house")
* A rational approach to selecting which type of diagram and how to apply it.

All in all, I've enjoyed Jim's easy style, the diagrams and his clear progression throughout the book.

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ByMarie from NYCon August 25, 2016

Format: PaperbackVerified Purchase

This is a beautiful, informative, and dense book. Unique and very rich pictures/diagrams. It's a great evolution from the earlier story mapping books and articles. I'd recommend it to anyone who wants to do clearer and better requirements.

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ByStacey Steinkulleron April 7, 2017

Format: PaperbackVerified Purchase

This has been extremely helpful.

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Best Book on Customer Facing Models I ever read

ByRobert Burnson December 14, 2016

Format: PaperbackVerified Purchase

I have worked a lot on diagrams as a business process engineer, system engineer, technology leader, operations executive and found this book amazing! Especially the first half, like many books the lessons are reiterated and illustrated with examples throughout and repeated through closure so that it doesn't just provide information, it teaches. Fantastic perspective, very customer facing and relative to engineering businesses that serve the customer. Outstanding recommendation for all people focused on the customer, especially chief customer officers, Business Process Re-engineering professionals and operational leaders.

0Comment One person found this helpful. Was this review helpful to you?YesNo

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Most Recent Customer Reviews

Very usufull Read more

Published 5 months ago by Christian Amaya Vega

The best book about Mapping Experience!Read more

Published 6 months ago by Alexey Kopylov

templates of user journey is very useful

great book, it has good practices.Read more

Published 7 months ago by Chris Shayan

Muy buena herramienta para consultores.Read more

Published 7 months ago by Alvaro Villalobos

very useful Read more

Published 7 months ago by Delphine Veissiere

Highly recommend for companies seeking ways to visualize processes

Extremely helpful to our cross-functional team. Highly recommend for companies seeking ways to visualize processes, gaps, opportunities, experiences and more.Read more

Published 7 months ago by Rhys Larson

Should Have Cost More

Very good book. Worth the money. If you are a human centered designer and you want to design seamless systems, this book is for you.Read more

Published 7 months ago by Amazon Customer

Great for someone entering this field

A really strong basic intro into the world of user/customer experience mapping. Great for someone entering this field.Read more

Published 7 months ago by Kells

Best book on mapping

Comprehensive and clear in its examples. A joy too study the maps. Great inspiration for your next workshops and for your next poster.Read more

Published 7 months ago by Henrik R. Mortensen

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