Rapid Techniques for Mapping Experiences

by James Kalbach

If you want to create solutions that really provide value, the first step is to understand your customer’s experience. Mapping those experiences is the best way to accomplish that, but while many assume that mapping requires heavy upfront research and hi-fidelity visualizations, that need not be the case. In this report, author Jim Kalbach explains how teams in your organization can co-create these diagrams in only a couple of weeks.
Product and brand managers, marketing specialists, and business owners will learn the importance of mapping, along with general processes for creating customer experience diagrams. Whether you know these diagrams as customer journey maps, experience maps, service blueprints, or something else entirely, this report provides specific techniques for accelerating each stage of map creation. You’ll learn how to:
- Initiate: define the scope, focus, and structure of your project, as well as how you intend to use the map
- Investigate: learn rapid techniques for conducting the internal and external research you need to create your diagram
- Illustrate: help others visualize the experience and find a common understanding
- Align: use workshops to evaluate the mapping effort and produce actionable ideas

47 pages, ebook

Published January 15, 2017