Mapping Experiences

A Complete Guide to Creating Value Through Journeys, Blueprints, and Diagrams

Author: James Kalbach

Publisher: "O'Reilly Media, Inc."

ISBN: 1491923504

Category: Business & Economics

Page: 384

View: 4584

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
Posted in Business & Economics

Mapping Experiences

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

Author: James Kalbach

Publisher: "O'Reilly Media, Inc."

ISBN: 1491923482

Category: Computers

Page: 384

View: 7091

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
Posted in Computers

User Story Mapping

Discover the Whole Story, Build the Right Product

Author: Jeff Patton,Peter Economy

Publisher: "O'Reilly Media, Inc."

ISBN: 1491904887

Category: Business & Economics

Page: 324

View: 8291

User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software
Posted in Business & Economics

UX Strategy

How to Devise Innovative Digital Products that People Want

Author: Jaime Levy

Publisher: "O'Reilly Media, Inc."

ISBN: 1449373011

Category: Computers

Page: 312

View: 2615

User experience (UX) strategy requires a careful blend of business strategy and UX design, but until now, there hasn’t been an easy-to-apply framework for executing it. This hands-on guide introduces lightweight strategy tools and techniques to help you and your team craft innovative multi-device products that people want to use. Whether you’re an entrepreneur, UX/UI designer, product manager, or part of an intrapreneurial team, this book teaches simple-to-advanced strategies that you can use in your work right away. Along with business cases, historical context, and real-world examples throughout, you’ll also gain different perspectives on the subject through interviews with top strategists. Define and validate your target users through provisional personas and customer discovery techniques Conduct competitive research and analysis to explore a crowded marketplace or an opportunity to create unique value Focus your team on the primary utility and business model of your product by running structured experiments using prototypes Devise UX funnels that increase customer engagement by mapping desired user actions to meaningful metrics
Posted in Computers

User Experience Mapping

Author: Peter W. Szabo

Publisher: Packt Publishing Ltd

ISBN: 1787127605

Category: Computers

Page: 352

View: 6756

Understand your users, gain strategic insights, and make your product development more efficient with user experience mapping About This Book Detailed guidance on the major types of User Experience Maps. Learn to gain strategic insights and improve communication with stakeholders. Get an idea on creating wireflows, mental model maps, ecosystem maps and solution maps Who This Book Is For This book is for Product Manager, Service Managers and Designers who are keen on learning the user experience mapping techniques. What You Will Learn Create and understand all common user experience map types. Use lab or remote user research to create maps and understand users better. Design behavioral change and represent it visually. Create 4D user experience maps, the “ultimate UX deliverable”. Capture many levels of interaction in a holistic view. Use experience mapping in an agile team, and learn how maps help in communicating within the team and with stakeholders. Become more user focused and help your organisation become user-centric. In Detail Do you want to create better products and innovative solutions? User Experience Maps will help you understand users, gain strategic insights and improve communication with stakeholders. Maps can also champion user-centricity within the organisation. Two advanced mapping techniques will be revealed for the first time in print, the behavioural change map and the 4D UX map. You will also explore user story maps, task models and journey maps. You will create wireflows, mental model maps, ecosystem maps and solution maps. In this book, the author will show you how to use insights from real users to create and improve your maps and your product. The book describes each major User Experience map type in detail. Starting with simple techniques based on sticky notes moving to more complex map types. In each chapter, you will solve a real-world problem with a map. The book contains detailed, beginner level tutorials on creating maps using different software products, including Adobe Illustrator, Balsamiq Mockups, Axure RP or Microsoft Word. Even if you don't have access to any of those, each map type can also be drawn with pen and paper. Beyond creating maps, the book will also showcase communication techniques and workshop ideas. Although the book is not intended to be a comprehensive guide to modern user experience or product management, its novel ideas can help you create better solutions. You will also learn about the Kaizen-UX management framework, developed by the author, now used by many agencies and in-house UX teams in Europe and beyond. Buying this map will give you hundreds of hours worth of user experience knowledge, from one of the world's leading UX consultants. It will change your users' world for the better. If you are still not convinced, we have hidden some cat drawings in it, just in case. Style and approach An easy to understand guide, filled with real world use cases on how to plan, prioritize and visualize your project on customer experience
Posted in Computers

The User's Journey

Storymapping Products That People Love

Author: Donna Lichaw

Publisher: Rosenfeld Media

ISBN: 1933820365

Category: Design

Page: 160

View: 2578

Like a good story, successful design is a series of engaging moments structured over time. The User’s Journey will show you how, when, and why to use narrative structure, technique, and principles to ideate, craft, and test a cohesive vision for an engaging outcome. See how a “story first” approach can transform your product, feature, landing page, flow, campaign, content, or product strategy.
Posted in Design

Service Design for Business

A Practical Guide to Optimizing the Customer Experience

Author: Ben Reason,Lavrans L?vlie,Melvin Brand Flu

Publisher: John Wiley & Sons

ISBN: 1118988922

Category: Business & Economics

Page: 208

View: 1124

Service design offers a tangible and effective approach for organizations to employ to better respond to the needs and demands of their customers. The Art of Services Design shows how organizations can employ the creativity of a design approach and connect it to the real issues and needs of people in organizations who need tools to move their businesses forward. This highly visual book is a practical guide on how to respond to the customer experience challenge, by connecting the market factors to the organizational challenge through the lens of the customer.
Posted in Business & Economics

Experience Design

A Framework for Integrating Brand, Experience, and Value

Author: Patrick Newbery,Kevin Farnham

Publisher: John Wiley & Sons

ISBN: 1118728394

Category: Business & Economics

Page: 240

View: 6294

Bridge the gap between business and design to improve the customer experience Businesses thrive when they can engage customers. And, while many companies understand that design is a powerful tool for engagement, they do not have the vocabulary, tools, and processes that are required to enable design to make a difference. Experience Design bridges the gap between business and design, explaining how the quality of customer experience is the key to unlocking greater engagement and higher customer lifetime value. The book teaches businesses how to think about design as a process, and how this process can be used to create a better quality of experience across the entire customer journey. Experience Design also serves as a reference tool for both designers and business leaders to help teams collaborate more effectively and to help keep focus on the quality of the experiences that are put in front of customers. Explains how to use experience-centric design for better customer engagement Offers a framework for thinking and talking about "experience design," from a company and customer perspective Authors Patrick Newbery and Kevin Farnham are the Chief Strategy Officer and CEO of Method respectively, an experience design company that solves business challenges through design to create integrated brand, product, and service experiences Improve the quality of the experiences customers have with your company and watch engagement soar.
Posted in Business & Economics

This Is Service Design Doing

Applying Service Design Thinking in the Real World

Author: Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider

Publisher: "O'Reilly Media, Inc."

ISBN: 1491927151

Category: BUSINESS & ECONOMICS

Page: 568

View: 6560

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You’ll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Posted in BUSINESS & ECONOMICS

The Customer Experience Book

How to design, measure and improve customer experience in your business

Author: Alan Pennington

Publisher: Pearson UK

ISBN: 1292148489

Category: Business & Economics

Page: 232

View: 8384

Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll discover: • Why customer experience is so important in business – and how it applies to you • How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned. The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level.
Posted in Business & Economics

UX Research

Practical Techniques for Designing Better Products

Author: Brad Nunnally,David Farkas

Publisher: "O'Reilly Media, Inc."

ISBN: 1491951265

Category: Computers

Page: 256

View: 7476

One key responsibility of product designers and UX practitioners is to conduct formal and informal research to clarify design decisions and business needs. But there’s often mystery around product research, with the feeling that you need to be a research Zen master to gather anything useful. Fact is, anyone can conduct product research. With this quick reference guide, you’ll learn a common language and set of tools to help you carry out research in an informed and productive manner. This book contains four sections, including a brief introduction to UX research, planning and preparation, facilitating research, and analysis and reporting. Each chapter includes a short exercise so you can quickly apply what you’ve learned. Learn what it takes to ask good research questions Know when to use quantitative and qualitative research methods Explore the logistics and details of coordinating a research session Use softer skills to make research seem natural to participants Learn tools and approaches to uncover meaning in your raw data Communicate your findings with a framework and structure
Posted in Computers

Designing Web Navigation

Optimizing the User Experience

Author: James Kalbach

Publisher: "O'Reilly Media, Inc."

ISBN: 9780596553784

Category: Computers

Page: 416

View: 6482

Thoroughly rewritten for today's web environment, this bestselling book offers a fresh look at a fundamental topic of web site development: navigation design. Amid all the changes to the Web in the past decade, and all the hype about Web 2.0 and various "rich" interactive technologies, the basic problems of creating a good web navigation system remain. Designing Web Navigation demonstrates that good navigation is not about technology-it's about the ways people find information, and how you guide them. Ideal for beginning to intermediate web designers, managers, other non-designers, and web development pros looking for another perspective, Designing Web Navigation offers basic design principles, development techniques and practical advice, with real-world examples and essential concepts seamlessly folded in. How does your web site serve your business objectives? How does it meet a user's needs? You'll learn that navigation design touches most other aspects of web site development. This book: Provides the foundations of web navigation and offers a framework for navigation design Paints a broad picture of web navigation and basic human information behavior Demonstrates how navigation reflects brand and affects site credibility Helps you understand the problem you're trying to solve before you set out to design Thoroughly reviews the mechanisms and different types of navigation Explores "information scent" and "information shape" Explains "persuasive" architecture and other design concepts Covers special contexts, such as navigation design for web applications Includes an entire chapter on tagging While Designing Web Navigation focuses on creating navigation systems for large, information-rich sites serving a business purpose, the principles and techniques in the book also apply to small sites. Well researched and cited, this book serves as an excellent reference on the topic, as well as a superb teaching guide. Each chapter ends with suggested reading and a set of questions that offer exercises for experiencing the concepts in action.
Posted in Computers

Mapping Methods for Design and Strategy

Author: Robert A. Curedale

Publisher: Design Community College

ISBN: 9780989246828

Category: Creative thinking

Page: 138

View: 1161

Mapping methods are used by teams to develop strategy to assist a wide variety of activities. Mapping methods are particularly useful for: Making informed design decisions Identify areas of opportunity for developing new products, services and experiences Analyzing a competitive landscape To understand trends To analyze complex, changing and ambiguous design problems Look for areas where there are ideal factors to support a product or service. Look for areas without competitive rivals Enable meaningful conversations about difficult design topics Use real-time information to help identify potential problems and make the best decisions Create design that has a better return on investment Understand your customer's perspectives Create more successful design. Mapping methods can be applied to support informed design decisions as part of a Design Thinking approach to design. Design Thinking is an approach to designing products, services, architecture, spaces and experiences that is being quickly adopted by designers, architects and some of the world's leading brands such as GE, Target, SAP, Procter and Gamble, IDEO and Intuit. It is being taught at leading universities including Stanford and Harvard. Design Thinking creates practical and innovative solutions to problems. It drives repeatable innovation and business value. Design Thinking can be used to develop a wide range of products, services, experiences and strategy. It is an approach that can be applied by anyone. This book is an indispensable reference guide for: Architects, industrial designers, interior designers, UX and web designers, service designers, exhibit designers, design educators and students, visual communication designers, packaging and fashion designers, all types of designers Engineers and Marketing professionals Executives and senior business leaders Decision makers in R&D of products, services, systems and experiences School teachers and school students
Posted in Creative thinking

Articulating Design Decisions

Communicate with Stakeholders, Keep Your Sanity, and Deliver the Best User Experience

Author: Tom Greever

Publisher: "O'Reilly Media, Inc."

ISBN: 1491921536

Category: COMPUTERS

Page: 278

View: 4441

Talking to people about your designs might seem like a basic skill, but it can be difficult to do efficiently and well. And, in many cases, how you communicate about your work with stakeholders, clients, and other non-designers is more critical than the designs themselves—simply because the most articulate person usually wins. This practical guide focuses on principles, tactics, and actionable methods for presenting your designs. Whether you design UX, websites, or products, you’ll learn how to win over anyone who has influence over the project—with the goal of creating the best experience for the end user. Walk through the process of preparing for and presenting your designs Understand stakeholder perspectives, and learn how to empathize with them Cultivate both implicit and explicit listening skills Learn tactics and formulas for expressing the most effective response to feedback Discover why the way you follow through is just as crucial as the meeting itself Educate your stakeholders by sharing the chapter from this book on how to work with designers
Posted in COMPUTERS

Customer Experience Strategy

The Complete Guide from Innovation to Execution

Author: Lior Arussy

Publisher: N.A

ISBN: 9780578047577

Category: Consumer satisfaction

Page: 350

View: 347

In writing Customer Experience Strategy, I worked to combine a complete strategic and executional blueprint with an easily accessed reference book. My goal is to allow you to find practical guidance and new ideas to enhance your customer experience journey, no matter your entry point into the strategy. Are you struggling with leadership?s sponsorship? There?s is a chapter for that. Missing the business case? There?s a chapter for that. Looking for guidance how to innovate? There?s a chapter for that. Just getting started in exploring this customer-centric endeavor? There?s an entire blueprint, from start to launch and beyond, for that very purpose. No matter your current stage in the customer experience journey, this book is designed to help you achieve the next level. It?s time to stop focusing on others? customer experience stories and create your own success story. It?s time to stop staring at such legends as Starbucks, Nordstrom, Virgin, Southwest Airlines, Whole Foods and Four Seasons and start creating your own legendary customer experience. It?s time to execute. It will be my privilege, through the journey that is this book, to be part of your travels, and watch you create your own legend. ?Lior Arussy
Posted in Consumer satisfaction

UX for Beginners

A Crash Course in 100 Short Lessons

Author: Joel Marsh

Publisher: "O'Reilly Media, Inc."

ISBN: 1491912642

Category: Computers

Page: 256

View: 6353

Apps! Websites! Rubber Ducks! Naked Ninjas! This book has everything. If you want to get started in user experience design (UX), you've come to the right place: 100 self-contained lessons that cover the whole spectrum of fundamentals. Forget dry, technical material. This book—based on the wildly popular UX Crash Course from Joel Marsh’s blog The Hipper Element—is laced with the author's snarky brand of humor, and teaches UX in a simple, practical way. Becoming a professional doesn’t have to be boring. Follow the real-life UX process from start-to-finish and apply the skills as you learn, or refresh your memory before the next meeting. UX for Beginners is perfect for non-designers who want to become designers, managers who teach UX, and programmers, salespeople, or marketers who want to learn more. Start from scratch: the fundamentals of UX Research the weird and wonderful things users do The process and science of making anything user-friendly Use size, color, and layout to help and influence users Plan and create wireframes Make your designs feel engaging and persuasive Measure how your design works in the real world Find out what a UX designer does all day
Posted in Computers

Outside in

The Power of Putting Customers at the Center of Your Business

Author: Harley Manning,Kerry Bodine,Josh Bernoff

Publisher: Houghton Mifflin Harcourt

ISBN: 0547913982

Category: Business & Economics

Page: 260

View: 3652

Two research analysts describe how companies can truly understand the real needs of their customers by seeing a business through their eyes and enforcing the concept of “customer service” through every facet of the company, from finance to legal to marketing.
Posted in Business & Economics

This is Service Design Thinking

Basics, Tools, Cases

Author: Marc Stickdorn,Jakob Schneider

Publisher: Bis Publishers

ISBN: 9789063692797

Category: Creative ability in business

Page: 376

View: 1059

This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.
Posted in Creative ability in business

User Experience Management

Essential Skills for Leading Effective UX Teams

Author: Arnie Lund

Publisher: Elsevier

ISBN: 9780123854971

Category: Computers

Page: 312

View: 3803

User Experience Management: Essential Skills for Leading Effective UX Teams deals with specific issues associated with managing diverse user experience (UX) skills, often in corporations with a largely engineering culture. Part memoir and part handbook, it explains what it means to lead a UX team and examines the management issues of hiring, inheriting, terminating, layoffs, interviewing and candidacy, and downsizing. The book offers guidance on building and creating a UX team, as well as equipping and focusing the team. It also considers ways of nurturing the team, from coaching and performance reviews to conflict management and creating work-life balance. Furthermore, it discusses the essential skills needed in leading an effective team and developing a communication plan. This book will be valuable to new managers and leaders, more experienced managers, and anyone who is leading or managing UX groups or who is interested in assuming a leadership role in the future. *Gives a UX leadership boot-camp from putting together a winning team, to giving them a driving focus, to acting as their spokesman, to handling difficult situations *Full of practical advice and experiences for managers and leaders in virtually any area of the user experience field *Contains best practices, real-world stories, and insights from UX leaders at IBM, Microsoft, SAP, and many more!
Posted in Computers