Mapping experiences a complete guide to creating value through journeys, blueprints and diagrams /
"Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignmen...
Guardado en:
| Autor principal: | |
|---|---|
| Formato: | Libro electrónico |
| Lenguaje: | Inglés |
| Publicado: |
Sebastopol, CA :
O'Reilly Media,
c2021.
|
| Edición: | 2nd ed. |
| Materias: | |
| Acceso en línea: | Solo para usuarios autorizados, varios accesos simultáneos |
| Aporte de: | Registro referencial: Solicitar el recurso aquí |
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| 005 | 20210601132433.0 | ||
| 006 | m o d | ||
| 007 | cr#cn||||||||| | ||
| 008 | 210305s2021 caua ob 001 0 eng d | ||
| 020 | |a 9781492076582 |q (electrónico) | ||
| 020 | |a 1492076589 |q (electrónico) | ||
| 020 | |a 9781492076636 |q (impreso) | ||
| 020 | |a 1492076635 |q (impreso) | ||
| 035 | |a (OCoLC)1240538908 | ||
| 035 | |a (OCoLC)on1240538908 | ||
| 040 | |a U@S |b spa |c U@S | ||
| 049 | |a U@SA | ||
| 050 | 4 | |a HF5415.335 |b .K353 2021eb | |
| 099 | |a Recurso electrónico en INTERNET | ||
| 100 | 1 | |a Kalbach, James. | |
| 245 | 1 | 0 | |a Mapping experiences |h [recurso electrónico] : |b a complete guide to creating value through journeys, blueprints and diagrams / |c Jim Kalbach. |
| 250 | |a 2nd ed. | ||
| 260 | |a Sebastopol, CA : |b O'Reilly Media, |c c2021. | ||
| 300 | |a 1 recurso en línea (xxv, 408 p.) : |b il. | ||
| 516 | |a Libro electrónico. | ||
| 500 | |a Título tomado de la pantalla de presentación (visto 5 de marzo de 2021) | ||
| 538 | |a Modo de acceso: Disponible en línea a través de Internet. | ||
| 504 | |a Incluye referencias bibliográficas e índice. | ||
| 505 | 0 | |a Preface -- Part I. Visualizing value: 1. Visualizing value: aligning outside-in -- 2. Fundamentals of mapping experiences -- 3. Employee experience : aligning inside -- 4. Visualizing strategic insight -- Part II. A general process for mapping: 5. Initiate : starting a mapping project -- 6. Investigate : make it real -- 7. Illustrate : make it visual -- 8. Alignment workshops : find the right problem to solve -- 9. Envisioning future experiences: build the right solution -- Part III. Primary diagram types in detail: 10. Service blueprints -- 11. Customer journey maps -- 12. Experience maps -- 13. Mental model diagrams -- 14. Ecosystem models. | |
| 520 | |a "Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence." --Descripción del editor. | ||
| 650 | 0 | |a Consumer satisfaction |x Evaluation. | |
| 650 | 0 | |a Information visualization. | |
| 650 | 0 | |a Mappings (Mathematics) | |
| 650 | 7 | |a Satisfacción del consumidor |x Evaluación. |2 UDESA | |
| 650 | 7 | |a Visualización de la información. |2 UDESA | |
| 650 | 7 | |a Mapeos (Matemáticas) |2 UDESA | |
| 856 | 4 | 0 | |z Solo para usuarios autorizados, varios accesos simultáneos |u https://ebookcentral.proquest.com/lib/sanandres/detail.action?docID=6406415 |