User Journey Mapping

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User Story Mapping

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Author : Jeff Patton
language : en
Publisher: "O'Reilly Media, Inc."
Release Date : 2014-09-05

User Story Mapping written by Jeff Patton and has been published by "O'Reilly Media, Inc." this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-09-05 with Business & Economics categories.

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

This Is Service Design Doing

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Author : Marc Stickdorn
language : en
Publisher: "O'Reilly Media, Inc."
Release Date : 2018-01-02

This Is Service Design Doing written by Marc Stickdorn and has been published by "O'Reilly Media, Inc." this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-01-02 with Business & Economics categories.

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.

Cx That Sings An Introduction To Customer Journey Mapping

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Author : Jennifer L. Clinehens
language : en
Publisher: Jennifer Clinehens
Release Date : 2019-01-15

Cx That Sings An Introduction To Customer Journey Mapping written by Jennifer L. Clinehens and has been published by Jennifer Clinehens this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-15 with Business & Economics categories.

4.5/5 star rating on Goodreads - Includes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and Personas - All content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passages - Includes access to FREE video companion course launching July 6th on CXThatSings.com Do you know what makes your customers tick? This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. "CX That Sings" will guide you, step-by-step, through the mapping process. You’ll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. In CX That Sings, you’ll discover: - Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away - Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining - How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas - Free bonus material, including customer experience case studies - Free access to online resources What readers are saying: "Very clear with lots of useful online resources." "This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important." About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings. You can find more information about this book, additional materials, and supporting resources at CXThatSings.com

The User S Journey

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Author : Donna Lichaw
language : en
Publisher: Rosenfeld Media
Release Date : 2016-03-22

The User S Journey written by Donna Lichaw and has been published by Rosenfeld Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-03-22 with Design categories.

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.

The Journey Mapping Playbook

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Author : Jerry Angrave
language : en
Publisher: de Gruyter
Release Date : 2020

The Journey Mapping Playbook written by Jerry Angrave and has been published by de Gruyter this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with Business & Economics categories.

34 percent of all companies currently engage in the process, popular companies like Starbucks and Uber depend on customer journey maps to convey the importance of their customer's experience at all levels of transactions to the entire company - cmnty.com If, as a business, we are to benefit commercially from being more customer-centric then it goes without saying that we need to understand our customers better. We need to empathise with how we fit into their lives, not how we want them to fit into our processes. That's what journey mapping is all about; documenting and acting on what it's really like to be a customer. It's a simple and effective tool used by organisations throughout the world and across every sector. Done effectively and strategically, its influence can be significant. It's a tangible, very relevant way to capture what customers are doing, thinking and feeling as they interact with us. And by overlaying what else we know from our operational metrics and existing feedback and then by validating it all with customers, we create compelling reasons to change what can be improved and celebrate what's already great. 34 percent of all companies currently engage in the process, popular companies like Starbucks and Uber depend on customer journey maps to convey the importance of their customer's experience at all levels of transactions to the entire company - cmnty.com If, as a business, we are to benefit commercially from being more customer-centric then it goes without saying that we need to understand our customers better. We need to empathise with how we fit into their lives, not how we want them to fit into our processes. That's what journey mapping is all about; documenting and acting on what it's really like to be a customer. It's a simple and effective tool used by organisations throughout the world and across every sector. Done effectively and strategically, its influence can be significant. It's a tangible, very relevant way to capture what customers are doing, thinking and feeling as they interact with us. And by overlaying what else we know from our operational metrics and existing feedback and then by validating it all with customers, we create compelling reasons to change what can be improved and celebrate what's already great. A journey mapping workshop is just the start. It can be a fantastic catalyst for driving a customer centric culture. It involves people across all functions who can then act as your customer champions wherever they work. It means business decisions are made in full knowledge of the direct and indirect impact on customers. We can prioritise changes to be the ones that will help us demonstrate our brand promise most clearly and deliver on our purpose. And we can measure how well we do what's most important to our customers, not just carry out a mechanical audit of our processes. Journey mapping is a hugely versatile tool that will benefit any organisation of any size and complexity. It can be used to establish the starting point; a common understanding of what today's experience is really like. Beyond that we can use the frameworks to design future-state and innovative experiences, we can map the journeys of other customers personas and employees. So if we get it right and make the right, empathetic changes, customers will buy from us again, they'll be prepared to pay more, buy more and they'll tell everyone to do the same. We can communicate with them in their language and in a way that's more relevant and timely. And those involved will learn more about their own business; they will establish informal and formal cross functional working relationships. It stimulates excitement and stories within the business where everyone wants to get involved and support the drive for greater customer centricity. What then follows is simple: better experiences mean be

Mapping Experiences

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Author : Jim Kalbach
language : en
Publisher: "O'Reilly Media, Inc."
Release Date : 2016-04-25

Mapping Experiences written by Jim Kalbach and has been published by "O'Reilly Media, Inc." this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-25 with Business & Economics categories.

If you want to create products and services that provide real value, you should first identify touchpoints--areas where business and customer needs intersect. This practical book shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design. Author Jim Kalbach, Principal UX Designer with Citrix, introduces you to the principles behind alignment diagrams--a class of deliverable also known as experience mapping--using several examples. You'll learn how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals. Using alignment diagrams, you'll not only be able to orchestrate business-customer touchpoints, but also gain stakeholder support for a product or service that provides value to both your business and your customers. This book is ideal for product managers, marketers, customer experience professionals, and designers.

User Journey Mapping

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Author : Stephanie Walter
language : en
Publisher: SitePoint Pty Ltd
Release Date : 2022-02-25

User Journey Mapping written by Stephanie Walter and has been published by SitePoint Pty Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-02-25 with Computers categories.

A user journey map is a powerful asset that's used to understand how people use our products. It is an essential tool for building websites, applications, and services. By visualizing user goals, phases in the journey, tasks, pain points, and sometimes feelings, a map can help teams build products by showing a global view of the user's journey, bringing stakeholders and product teams together. It can be used to brainstorm new opportunities, fix issues, design new services, and understand gaps within an organization. This book will show you how to research, present, and use a user journey map. You'll learn: What a user journey map is, and what it's useful for The different types of maps and how to use them How to conduct user research for mapping How to run workshops How to use your maps effectively

Ux Strategy

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Author : Jaime Levy
language : en
Publisher: "O'Reilly Media, Inc."
Release Date : 2015-05-20

Ux Strategy written by Jaime Levy and has been published by "O'Reilly Media, Inc." this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-20 with Business & Economics categories.

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

The Employee Experience Advantage

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Author : Jacob Morgan
language : en
Publisher: John Wiley & Sons
Release Date : 2017-03-01

The Employee Experience Advantage written by Jacob Morgan and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-01 with Business & Economics categories.

Research Shows Organizations That Focus on Employee Experience Far Outperform Those That Don't Recently a new type of organization has emerged, one that focuses on employee experiences as a way to drive innovation, increase customer satisfaction, find and hire the best people, make work more engaging, and improve overall performance. The Employee Experience Advantage is the first book of its kind to tackle this emerging topic that is becoming the #1 priority for business leaders around the world. Although everyone talks about employee experience nobody has really been able to explain concretely what it is and how to go about designing for it...until now. How can organizations truly create a place where employees want to show up to work versus need to show up to work? For decades the business world has focused on measuring employee engagement meanwhile global engagement scores remain at an all time low despite all the surveys and institutes that been springing up tackle this problem. Clearly something is not working. Employee engagement has become the short-term adrenaline shot that organizations turn to when they need to increase their engagement scores. Instead, we have to focus on designing employee experiences which is the long term organizational design that leads to engaged employees. This is the only long-term solution. Organizations have been stuck focusing on the cause instead of the effect. The cause is employee experience; the effect is an engaged workforce. Backed by an extensive research project that looked at over 150 studies and articles, featured extensive interviews with over 150 executives, and analyzed over 250 global organizations, this book clearly breaks down the three environments that make up every single employee experience at every organization around the world and how to design for them. These are the cultural, technological, and physical environments. This book explores the attributes that organizations need to focus on in each one of these environments to create COOL spaces, ACE technology, and a CELEBRATED culture. Featuring exclusive case studies, unique frameworks, and never before seen research, The Employee Experience Advantage guides readers on a journey of creating a place where people actually want to show up to work. Readers will learn: The trends shaping employee experience How to evaluate their own employee experience using the Employee Experience Score What the world's leading organizations are doing around employee experience How to design for technology, culture, and physical spaces The role people analytics place in employee experience Frameworks for how to actually create employee experiences The role of the gig economy The future of employee experience Nine types of organizations that focus on employee experience And much more! There is no question that engaged employees perform better, aspire higher, and achieve more, but you can't create employee engagement without designing employee experiences first. It's time to rethink your strategy and implement a real-world framework that focuses on how to create an organization where people want to show up to work. The Employee Experience Advantage shows you how to do just that.

Creative Confidence Unleashing The Creative Potential Within Us All

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Author : David Kelley
language : en
Publisher: HarperCollins UK
Release Date : 2013-10-15

Creative Confidence Unleashing The Creative Potential Within Us All written by David Kelley and has been published by HarperCollins UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-10-15 with Biography & Autobiography categories.

A powerful and inspiring book from the founders of IDEO, the award-winning design firm, on unleashing the creativity that lies within each and every one of us.