Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams, 2/e
暫譯: 體驗映射：透過旅程、藍圖和圖表實現客戶對齊的完整指南，第二版

Kalbach, James

Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams, 2/e

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商品描述

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

商品描述(中文翻譯)

顧客在產品和服務上的體驗不一致，這讓他們感到相當沮喪。但對於那些無法確定這些問題原因的組織來說，情況更糟，因為他們過於專注於流程。本書的更新版向您的團隊展示如何使用對齊圖（alignment diagrams）將有價值的顧客觀察轉化為可行的見解。透過這一強大的技術，您可以視覺化現有的顧客體驗並構想未來的解決方案。

設計師、產品和品牌經理、市場專家以及企業主將發現，體驗圖示（experience diagramming）如何幫助您確定商業目標與顧客觀點的交集。擁有這些見解後，您可以為所服務的人提供真正的價值。體驗映射不僅僅是關於產品和服務設計；它還關乎理解人類的狀況。

- 使用最新的映射技術強調商業中的近期變化
- 創建考慮多渠道體驗及生態系統設計的圖示
- 理解促進（facilitation）如何日益成為映射工作的一部分，將重點從可交付成果轉向可行性
- 探索將各種映射應用於非商業環境的方法，例如幫助家庭暴力受害者

作者簡介

Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success at MURAL, a leading visual online workspace for remote collaboration.

Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Before returning to the U.S. in 2013 after living for fifteen years in Germany, Jim was the co-founder of the European Information Architecture conferences. He also co-founded the IA Konferenz series in Germany.

Jim plays jazz bass in jam sessions and combos in Jersey City, where his currently lives. In 2007 Jim published his first full-length book with O'Reilly, Designing Web Navigation. He blogs at experiencinginformation.com and tweets under @jimkalbach.

作者簡介(中文翻譯)

吉姆·卡爾巴赫（Jim Kalbach）是用戶體驗設計、資訊架構和策略方面的知名作者、演講者和講師。他目前擔任 MURAL 的客戶成功部門負責人，MURAL 是一個領先的視覺在線協作工作空間。

吉姆曾與多家大型公司合作，如 eBay、Audi、SONY、Elsevier Science、LexisNexis 和 Citrix。在 2013 年返回美國之前，他在德國生活了十五年，並曾是歐洲資訊架構會議的共同創辦人。他還在德國共同創辦了 IA Konferenz 系列。

吉姆在新澤西州的澤西市參加即興演奏會和小型樂隊演奏爵士低音。他於 2007 年與 O'Reilly 出版了他的第一本完整書籍《設計網頁導航》（Designing Web Navigation）。他在 experiencinginformation.com 上撰寫部落格，並在 Twitter 上以 @jimkalbach 的帳號發表推文。

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