Download or read book Adaptive Path s Guide to Experience Mapping written by Adaptive Path and published by . This book was released on 2015-06-29 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Increasingly, customers choose products and services based on the quality of the experiences they have with them. To prevent those experiences from breaking down, and to help organizations navigate cross-channel complexity, you need a map.Experience mapping is a strategic process of capturing and communicating complex customer interactions. The activity of mapping builds knowledge and consensus across your organization, and the map helps build seamless customer experiences.New challenges require new approaches. Map the experience to:>Make smarter decisions>Bring teams together>Build deeper empathy>Clarify the big picture
Download or read book Choice Hacking written by Jennifer L. Clinehens and published by Jennifer L. Clinehens. This book was released on 2020-06-16 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could use Nobel prize-winning science to predict the choices your customers will make? Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences. Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science. In Choice Hacking, you'll discover: - How to make sure your customer experience is designed for what people do (not what they say they'll do) - How to increase the odds that customers will make the "right choice" in any environment - How to design user experiences that drive action and engagement - How to create retail experiences that persuade and drive brand love - How brands like Uber, Netflix, Disney, and Starbucks apply these principles in their customer and user experiences Additional resources included with the book: - Access to free video Companion Course - Access to exclusive free resources, tools, examples, and use cases online Who will benefit from reading Choice Hacking? This book was written for anyone who wants to better understand customer and user decision-making. Whether you're a consultant, strategist, digital marketer, small business owner, writer, user experience designer, student, manager, or organizational leader, you will find immediate value in Choice Hacking. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency. She 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, and Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction To Customer Journey Mapping. To learn more about this book or contact the author, please visit ChoiceHacking.com
Download or read book Mapping Experiences written by Jim Kalbach and published by "O'Reilly Media, Inc.". This book was released on 2016-04-25 with total page 381 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Mapping Experiences written by James Kalbach and published by O'Reilly Media. This book was released on 2020-11-23 with total page 438 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Mapping Experiences written by Jim Kalbach and published by "O'Reilly Media, Inc.". This book was released on 2016-04-25 with total page 770 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book User Story Mapping written by Jeff Patton and published by "O'Reilly Media, Inc.". This book was released on 2014-09-05 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book Org Design for Design Orgs written by Peter Merholz and published by "O'Reilly Media, Inc.". This book was released on 2016-08-22 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Design has become the key link between users and today’s complex and rapidly evolving digital experiences, and designers are starting to be included in strategic conversations about the products and services that enterprises ultimately deliver. This has led to companies building in-house digital/experience design teams at unprecedented rates, but many of them don’t understand how to get the most out of their investment. This practical guide provides guidelines for creating and leading design teams within your organization, and explores ways to use design as part of broader strategic planning. You’ll discover: Why design’s role has evolved in the digital age How to infuse design into every product and service experience The 12 qualities of effective design organizations How to structure your design team through a Centralized Partnership Design team roles and evolution The process of recruiting and hiring designers How to manage your design team and promote professional growth
Download or read book A Guide to Service Blueprinting written by Nicholas Remis and published by . This book was released on 2016-12-12 with total page 51 pages. Available in PDF, EPUB and Kindle. Book excerpt: From essential elements to the finer points of evolution planning, this guide has everything you need to start creating and using your own service blueprints.
Download or read book Mental Models written by Indi Young and published by Rosenfeld Media. This book was released on 2008-02-01 with total page 482 pages. Available in PDF, EPUB and Kindle. Book excerpt: There is no single methodology for creating the perfect product—but you can increase your odds. One of the best ways is to understand users' reasons for doing things. Mental Models gives you the tools to help you grasp, and design for, those reasons. Adaptive Path co-founder Indi Young has written a roll-up-your-sleeves book for designers, managers, and anyone else interested in making design strategic, and successful.
Download or read book Orchestrating Experiences written by Chris Risdon and published by Rosenfeld Media. This book was released on 2018-05-01 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer experiences are increasingly complicated—with multiple channels, touchpoints, contexts, and moving parts—all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.
Download or read book Adaptive Web Design written by Aaron Gustafson and published by New Riders. This book was released on 2015-11-21 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: Building an elegant, functional website requires more than just knowing how to code. In Adaptive Web Design, Second Edition, you’ll learn how to use progressive enhancement to build websites that work anywhere, won’t break, are accessible by anyone—on any device—and are designed to work well into the future. This new edition of Adaptive Web Design frames even more of the web design process in the lens of progressive enhancement. You will learn how content strategy, UX, HTML, CSS, responsive web design, JavaScript, server-side programming, and performance optimization all come together in the service of users on whatever device they happen to use to access the web. Understanding progressive enhancement will make you a better web professional, whether you’re a content strategist, information architect, UX designer, visual designer, front-end developer, back-end developer, or project manager. It will enable you to visualize experience as a continuum and craft interfaces that are capable of reaching more users while simultaneously costing less money to develop. When you’ve mastered the tenets and concepts of this book, you will see the web in a whole new way and gain web design superpowers that will make you invaluable to your employer, clients, and the web as a whole. Visit http://adaptivewebdesign.info to learn more.
Download or read book Thinking Globally Composing Locally written by Rich Rice and published by University Press of Colorado. This book was released on 2018-05-01 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: Thinking Globally, Composing Locally explores how writing and its pedagogy should adapt to the ever-expanding environment of international online communication. Communication to a global audience presents a number of new challenges; writers seeking to connect with individuals from many different cultures must rethink their concept of audience. They must also prepare to address friction that may arise from cross-cultural rhetorical situations, variation in available technology and in access between interlocutors, and disparate legal environments. The volume offers a pedagogical framework that addresses three interconnected and overarching objectives: using online media to contact audiences from other cultures to share ideas; presenting ideas in a manner that invites audiences from other cultures to recognize, understand, and convey or act upon them; and composing ideas to connect with global audiences to engage in ongoing and meaningful exchanges via online media. Chapters explore a diverse range of pedagogical techniques, including digital notebooks designed to create a space for active dialogic and multicultural inquiry, experience mapping to identify communication disruption points in international customer service, and online forums used in global distance education. Thinking Globally, Composing Locally will prove an invaluable resource for instructors seeking to address the many exigencies of online writing situations in global environments. Contributors: Suzanne Blum Malley, Katherine Bridgman, Maury Elizabeth Brown, Kaitlin Clinnin, Cynthia Davidson, Susan Delagrange, Scott Lloyd Dewitt, Amber Engelson, Kay Halasek, Lavinia Hirsu, Daniel Hocutt, Vassiliki Kourbani, Tika Lamsal, Liz Lane, Ben Lauren, J. C. Lee, Ben McCorkle, Jen Michaels, Minh-Tam Nguyen, Beau S. Pihlaja, Ma Pilar Milagros, Cynthia L. Selfe, Heather Turner, Don Unger, Josephine Walwema
Download or read book Presentation Zen written by Garr Reynolds and published by Pearson Education. This book was released on 2009-04-15 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: FOREWORD BY GUY KAWASAKI Presentation designer and internationally acclaimed communications expert Garr Reynolds, creator of the most popular Web site on presentation design and delivery on the Net — presentationzen.com — shares his experience in a provocative mix of illumination, inspiration, education, and guidance that will change the way you think about making presentations with PowerPoint or Keynote. Presentation Zen challenges the conventional wisdom of making "slide presentations" in today’s world and encourages you to think differently and more creatively about the preparation, design, and delivery of your presentations. Garr shares lessons and perspectives that draw upon practical advice from the fields of communication and business. Combining solid principles of design with the tenets of Zen simplicity, this book will help you along the path to simpler, more effective presentations.
Download or read book Research into Design for Communities Volume 2 written by Amaresh Chakrabarti and published by Springer. This book was released on 2017-04-13 with total page 1038 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book showcases cutting-edge research papers from the 6th International Conference on Research into Design (ICoRD 2017) – the largest in India in this area – written by eminent researchers from across the world on design process, technologies, methods and tools, and their impact on innovation, for supporting design for communities. While design traditionally focused on the development of products for the individual, the emerging consensus on working towards a more sustainable world demands greater attention to designing for and with communities, so as to promote their sustenance and harmony - within each community and across communities. The special features of the book are the insights into the product and system innovation process, and the host of methods and tools from all major areas of design research for the enhancement of the innovation process. The main benefit of the book for researchers in various areas of design and innovation are access to the latest quality research in this area, with the largest collection of research from India. For practitioners and educators, it is exposure to an empirically validated suite of theories, models, methods and tools that can be taught and practiced for design-led innovation. The contents of this volume will be of use to researchers and professionals working in the areas on industrial design, manufacturing, consumer goods, and industrial management.
Download or read book An Introduction to Service Design written by Lara Penin and published by Bloomsbury Publishing. This book was released on 2018-05-17 with total page 616 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of design and the disciplines that feed and result from it. Despite its intrinsic multidisciplinarity, service design is a new specialization of design in its own right. Responding to the challenges of and providing holisitic, creative and innovative solutions to increasingly complex contemporary societies, service design now represents an integrative and advanced culture of design. All over the world new design studios are defining their practice as service design while long established design and innovation consultancies are increasingly embracing service design as a key capacity within their offering. Divided into two parts to allow for specific reader requirements, Service Design starts by focusing on main service design concepts and critical aspects. Part II offers a methodological overview and practical tools for the service design learner, and highlights fundamental capacities the service design student must master. Combined with a number of interviews and case studies from leading service designers, this is a comprehensive, informative exploration of this exciting new area of design.
Download or read book How to Win in a Winner Take All World written by Neil Irwin and published by St. Martin's Press. This book was released on 2019-06-18 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: From New York Times bestselling author and senior economic correspondent at The New York Times, how to survive—and thrive—in this increasingly challenging economy. Every ambitious professional is trying to navigate a perilous global economy to do work that is lucrative and satisfying, but some find success while others struggle to get by. In an era of remarkable economic change, how should you navigate your career to increase your chances of landing not only on your feet, but ahead of those around you? In How to Win in a Winner-Take-All World, Neil Irwin, senior economic correspondent at the New York Times, delivers the essential guide to being successful in today’s economy when the very notion of the “job” is shifting and the corporate landscape has become dominated by global firms. He shows that the route to success lies in cultivating the ability to bring multiple specialties together—to become a “glue person” who can ensure people with radically different technical skills work together effectively—and how a winding career path makes you better prepared for today's fast-changing world. Through original data, close analysis, and case studies, Irwin deftly explains the 21st century economic landscape and its implications for ambitious people seeking a lifetime of professional success. Using insights from global giants like Microsoft, Walmart, and Goldman Sachs, and from smaller lesser known organizations like those that make cutting-edge digital effects in Planet of the Apes movies or Jim Beam bourbon, How to Win in a Winner-Take-All World illuminates what it really takes to be on top in this world of technological complexity and global competition.
Download or read book Adapt or Die written by Claus Heinrich and published by John Wiley & Sons. This book was released on 2003-03-10 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cut costs and control inventory an adaptive business network This book introduces the adaptive business network, a new method of business interaction that offers the ability to respond swiftly to changing market conditions, increase revenue growth, and lower overall cost. In Adapt or Die, the experts from SAP provide a thought-provoking road map to a new business world in which companies are linked together by uniform business processes and standardized software (uniform business processes and standardized software leaves me the impression of being rigid and inflexible, which is contrary to what were trying to say in the book). An adaptive business network allows companies to more precisely control inventory, quickly add or drop trading partners, and produce products and services that mirror actual customer demand. Adapt or Die explores all the vital aspects of the adaptive business network, including: The benefits for your business Ways to prepare your company Implementing the adaptive business network in four steps Its application to specific industries The changes the adaptive business network will bring to the future of business
