Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams 1st Edition

I picked this up to do my homework as a strategy lead in customer success at a large B2B SaaS company. I have a background in curriculum and instructional design before moving into business, and therefore am well read in design guides from another field, but relatively new to service and experience design in a business context. I found this volume to be an extremely helpful, thorough, and readable overview of the range of different experience mapping exercises that a business might go through to drive strategic decisions and execution. I'd call it a required textbook for customer experience teams, except it's much shorter than those biology and history textbooks from grade schools. It nevertheless goes just deep enough to know what to do to plan and deliver mapping exercises that will work. Reading this half-way through a 6 month project, I wish I had read it in the beginning - the pitfalls we experienced at the outset were warned against here, and the success we had later was definitely thank in part to Kalbach's guidance.

A thorough and comprehensive guide to user experience mapping; with extensive explanations, lot of examples, and great illustrations and diagrams. The only thing that could be a bit better is the size of the text and the diagrams. Some of them are bit shrunk to fit the page and make some of the annotations hard to read, but this doesn't make the core content of the book any less effective. Buy this one for an A-Z on UX mapping and visualization. Probably one the best available on this area right now!

It is a comprehensive review of the topic and all aspects to consider in ...as the title says "Mapping Experiences" from customer journey maps and beyond. covers everything from how to write an project proposal for one to what software to use including collaborative software. My only criticism is that it is hard to see the examples in detail to fully understand. But in the end it is not about copying the examples, but how to create your own for what you need and all the choices and processes that go with defining what that is.

Terrific book! I've attended some of Jim's seminars, and was often left with a lot of questions. It's great to have his thinking and tactics right at my fingertips whenever I need it. While UX Designers talk a lot about maps, it's always in the abstraction. Jim's human approach to demystifying all the maps using real case studies make this book immediately helpful, as well as a valuable tool to helping to lead teams through some messy processes.I have two copies: 1 for the office, 1 at home.I do agree with a lot of comments about the graphics. I understand that a lot of them had to be printed small, but a download url along with each would have been a value add. That said, it did not impact my enjoyment of the book.

This is a truly must read book for all Product Managers, Service Managers, UX Experts, Designers and entrepreneurs and everyone building products and services for great customer experience. In Part 1 the author explains the fundamentals of visualizing value and offer a fundamental on mapping experiences and strategic insight. Part 2 is all about a general process you can use to map customer experiences. Part 3 goes in details and offer tips and tricks on different kind of diagrams(like service blueprints, customer journey maps, Spatial Models, etc) and how to better use them. I strongly recommend the book and for the best customer experience buy the printed book. The visuals are great and you can use it a lot as reference!

I purchased the Kindle version... don't do it. The book is far better for this kind of book. The author provides a good description of the basics of mapping a customer experience. So once you've gotten the buy in to try it Mapping Experiences is a good planning guide.

This is the best book about mapping experiences that I've read. It's a great resource for all types of alignment diagrams, including user journeys and experience maps. I attended a workshop conducted by the author a few years ago. I was very impressed with his depth and breadth of knowledge of UX design and UX strategic thinking.It's very well-written, and the illustrations are clear and appropriately placed. I use the book professionally all of the time. I used to go a variety of sources for insights and techniques for mapping, but this book mostly replaces them.

I have worked a lot on diagrams as a business process engineer, system engineer, technology leader, operations executive and found this book amazing! Especially the first half, like many books the lessons are reiterated and illustrated with examples throughout and repeated through closure so that it doesn't just provide information, it teaches. Fantastic perspective, very customer facing and relative to engineering businesses that serve the customer. Outstanding recommendation for all people focused on the customer, especially chief customer officers, Business Process Re-engineering professionals and operational leaders.