Details about Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
Mapping Experiences 2nd edition PDF download by Jim Kalbach – This book is about a type of tool that provides organizations insight into their broader product and service ecosystems. I call these tools alignment diagrams—an umbrella term for any map that seeks to align how individuals in a system engage with that system and its provider. Note that there is no one method or approach for creating alignment diagrams. Instead, you’ll find a range of options depending on the problem you’re solving. Chapter 1 explains this concept in more detail. This book deals with various techniques for mapping experiences, not a single method or output. The focus is on the category of diagrams that collectively seek to describe the human experience. Many related techniques are included here as well. These diagrams have already been an implicit part of the design and creative disciplines for decades. In fact, you may have already used alignment diagrams as part of your work. Reframing these approaches as tools for organizational alignment emphasizes their strategic relevance. They help flip an organization’s perspective from inside-out to outside-in. In doing so, they help build empathy and provide a model for decision making that is inclusive of the human condition. Alignment diagrams also offer a common vision throughout an organization. They aid in creating consistency in thought and action across departmental lines. This type of internal coherency determines success.