Mapping Experiences
A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
Publisher: O'Reilly Media
Final Release Date: April 2016
Pages: 384

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
Table of Contents
Product Details
About the Author
Recommended for You
Customer Reviews

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oreillyMapping Experiences
 
4.8

(based on 5 reviews)

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Reviewed by 5 customers

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(3 of 3 customers found this review helpful)

 
4.0

Revised Review

By Rachel

from Toronto

Verified Reviewer

Pros

    Cons

      Best Uses

      • Intermediate

      Comments about oreilly Mapping Experiences:

      So you'll notice an earlier review from me where I strongly criticized the initial release (in ebook form) because some of the diagrams weren't legible. To my surprise (and delight) the editorial team took this comment very seriously, reached out to apologize and reformatted the book in a landscape format. (Wow.) This is so much better and though must have been a lot of work - is totally worth it.

      I do think it's a book which is still probably more enjoyable in print (so now I will order both) because of these large format maps and graphics, but the PDF works fine and as someone stretching strategy, service, experience and product - this is a really valuable reference book.

      Fantastic book and fantastic service. Thanks!

       
      5.0

      Am ambitious, comprehensive resource

      By A Hinton

      from Atlanta, GA

      Verified Reviewer

      Comments about oreilly Mapping Experiences:

      With Mapping Experiences, Jim Kalbach has done a terrific service for anyone responsible for making sense of increasingly complex systems and environments, and making them better. He not not only documents the best approaches to experience mapping, but also pushes the topic forward, by sharing his insights and hard-won experience about this rich, still-evolving area of design practice. Mapping Experiences will be an essential guide for many years to come.

      (2 of 2 customers found this review helpful)

       
      5.0

      Finally, a book that walks us through mapping!

      By leofrish

      from Portland, OR

      About Me Designer, Facilitator, Strategist

      Verified Reviewer

      Pros

      • Accurate
      • Collaboration
      • Concise
      • Diagrams
      • Easy to understand
      • Helpful examples
      • Strategy
      • Well-written

      Cons

        Best Uses

        • Customers
        • Teams

        Comments about oreilly Mapping Experiences:

        For years I've been exposed to a variety of journey maps, mental models, walking skeletons and other diagrams that abstract the user/customer experience, but until Jim wrote this book, I was unable to find a "how to" manual to help me.
        I agreed to be a technical reviewer of the book because it addressed this long-standing need I'd had. I've had a chance to see it evolve from the earliest drafts to its finishing touches. In spite of its improvements over time the key basic tenets have always been there:
        * a clear rationale for how these diagrams assist teams in their strategy
        * a clear taxonomy of the different types of diagrams and the best contexts in which to apply them
        * a clear step-wise process for creating the diagrams, including building collaborative teams - a necessary component of these types of activities

         
        5.0

        Ambitious, Comprehensive, Essential Guide to Mapping

        By AndrewH

        from Atlanta GA

        Verified Reviewer

        Comments about oreilly Mapping Experiences:

        The author has assembled an impressively thorough omnibus representing not only a snapshot of the current state of the art of mapping experiences, it's a treasure trove of guidance, research, concepts, and wisdom from years of using these methods in the field. Mapping Experiences ought to be on every design team's bookshelf.

         
        5.0

        Must have book for UX, CX, and strategy people

        By Victor Lombardi

        from New York, NY

        Verified Reviewer

        Comments about oreilly Mapping Experiences:

        I served as a technical reviewer for this book and was happy to see how much work went into getting it right. I knew a fair amount about the subject, but I still learned a lot reading it.

        We live in an age where images are more powerful than words. Everyone working in the areas of customer experience and strategy will benefit from learning how to express ideas visually, and Mapping Experiences is a great place to start. If you use it to influence even just one big project decision this book pays for itself.

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