Mapping experience : a complete guide to customer alignment through journeys, blueprints and diagrams (Record no. 71114)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03842 a2200169 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789385889592 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 745.2011 |
| Item number | KAL |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Kalbach, Jim |
| 245 ## - TITLE STATEMENT | |
| Title | Mapping experience : a complete guide to customer alignment through journeys, blueprints and diagrams |
| 250 ## - EDITION STATEMENT | |
| Edition statement | Ed. 2 |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | Mumbai |
| Name of publisher, distributor, etc | Shroff Publishers and Distributors Pvt. Ltd. |
| Date of publication, distribution, etc | 2021 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xxv,408p. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | <br/>Contents<br/>CHAPTER 1. Visualizing Value: Aligning Outside-In...3<br/>Modeling Experiences 4<br/>Alignment Diagrams 5<br/>Multiple Alignment 12<br/>Focus on Aligning for Value 15<br/>Principles of Alignment 18<br/>Benefits of Alignment Diagramming 19<br/>Case Study: Fighting Violent Extremism with Alignment Diagramming 24<br/>CHAPTER 2. Fundamentals of Mapping Experiences 31<br/>Frame the Mapping Effort 32<br/>Identify Touchpoints 42<br/>Case Study: Consumer Intervention Mapping 48<br/>CHAPTER 3. Employee Experience: Aligning Inside 57<br/>Employee Experience 58<br/>Mapping the Employee Experience 60<br/>Align the CX to the EX 64<br/>Case Study: Aligning CX and EX for Strategy Building 76<br/>CHAPTER 4. Visualizing Strategic Insight 81<br/>A New Way of Seeing 82<br/>Mapping Strategy 94<br/>Case Study: Identifying Opportunities—Combining Mental Model Diagrams and Jobs to Be Done 109<br/>CHAPTER 5. Initiate: Starting a Mapping Project 119<br/>Start a New Project 120<br/>Decide on a Direction 124<br/>What’s the Difference? CJMs, Service Blueprints, and Experience Maps 132<br/>Define the Effort 136<br/>Putting It All Together: Which Techniques Are Needed When? 139<br/>CHAPTER 6. Investigate: Make It Real 143<br/>Review Existing Sources 144<br/>Interview Within the Organization 148<br/>Create a Draft Model 151<br/>Conduct Research Externally 153<br/>A Brief Guide to Interviewing 159<br/>Analyze the Data 161<br/>Quantitative Research 164<br/>Case Study: Music Curation—User Research and Diagramming at Sonos 168<br/>CHAPTER 7. Illustrate: Make It Visual 173<br/>Lay Out the Diagram 175<br/>Compile the Content 178<br/>Design the Information 182<br/>Showing Your Emotions 191<br/>Tools and Software 194<br/>Case Study: Mapping the Lab Test Experience 199<br/>CHAPTER 8. Alignment Workshops: Find the Right Problem to Solve 207<br/>Empathize 208<br/>Business Origami 210<br/>Envision 214<br/>Evaluate 218<br/>Case Study: Presumptive Design Aligns Teams on the Problem to Be Solved 223<br/>Facilitating an Alignment Workshop 225<br/>Case Study: Customer Journey Mapping Game 231<br/>CHAPTER 9. Envisioning Future Experiences: Build the Right Solution 237<br/>Run Experiments 238<br/>Ideas Are Overrated 240<br/>Design the New Experience with Maps 243<br/>Aspire to Transform 247<br/>Design Sprints 256<br/>Case Study: Rapid Online Mapping and Design Workshop 258<br/>CHAPTER 10. Service Blueprints 265<br/>Visualizing Services 266<br/>Extending Service Blueprinting 270<br/>Related Approaches 273<br/>Elements of a Service Blueprint 279<br/>Case Study: Facilitating Collaborative Sessions with Practical Service Blueprinting 282<br/>CHAPTER 11. Customer Journey Maps 287<br/>Customer Lifecycle Maps 292<br/>Related Models 296<br/>Elements of CJMs 299<br/>Case Study: Value Story Mapping—An Alternative View to CJMs 303<br/>CHAPTER 12. Experience Maps 311<br/>Hybrid Experience Maps 315<br/>Related Models 319<br/>Elements of Experience Maps 332<br/>Case Study: Mapping the Domestic Violence Journey 334<br/>CHAPTER 13. Mental Model Diagrams 339<br/>Diagramming Mental Models 341<br/>Related Approaches 348<br/>Elements of Mental Model Diagrams 352<br/>Case Study: A Mental Model for a Forward-Thinking Insurance Company 354<br/>CHAPTER 14. Ecosystem Models 367<br/>Ecosystem Maps 368<br/>Elements of Ecosystem Models 380<br/>Case Study: Building a Service Ecosystem Map from the Ground Up 382<br/>References 389<br/>Index 399<br/> |
| 890 ## - Country | |
| Country | India |
| 891 ## - Topic | |
| Topic | FD |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Withdrawn status | Home library | Current library | Date acquired | Source of acquisition | Cost, normal purchase price | Total Checkouts | Total Renewals | Full call number | Barcode | Date last seen | Date last borrowed | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Faculty of Design | CEPT Library | CEPT Library | 01/10/2023 | Unique Book House | 1485.00 | 2 | 3 | 745.2011 KAL | 025302 | 16/04/2024 | 16/02/2024 | 1650.00 | 11/09/2023 | Book |