Author : James Kalbach
Publisher : OReilly
Total Pages : 359
If you want to create products and services that provide real value, you should first identify touchpointsâ€"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 diagramsâ€"a class of deliverable also known as experience mappingâ€"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, cust omer experience professionals, and designers.
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