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Find on Bookshop.orgThe short version
A guide to customer journey maps, service blueprints, and other diagrams for understanding an experience across teams and touchpoints.
- Category
- Product
- Recommendation
- Recommended
Where it helps
Problems this book can help with.
- 01 Not understanding the full customer journey
- 02 Teams working in silos without shared context
- 03 Experiences that break at handoff points
- 04 No clear visualization of where problems occur
- 05 Struggling to prioritize experience improvements
Main ideas
What I took from it.
- 01 Different types of experience maps and when to use each
- 02 How to facilitate mapping workshops
- 03 Techniques for gathering journey data
- 04 Aligning maps to business strategy
- 05 Using maps to drive organizational change
My review
Why I recommend it.
Jim Kalbach explains several ways to map an experience, from customer journeys to service blueprints, and shows when each format is useful.
I recommend it when several teams own different parts of the same customer experience and need a shared view of where it breaks down.