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User Journey Mapping
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Book Synopsis User Journey Mapping by : Stephanie Walter
Download or read book User Journey Mapping written by Stephanie Walter and published by SitePoint Pty Ltd. This book was released on 2022-02-25 with total page 74 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis The Journey Mapping Playbook by : Jerry Angrave
Download or read book The Journey Mapping Playbook written by Jerry Angrave and published by Walter de Gruyter GmbH & Co KG. This book was released on 2020-10-12 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK
Book Synopsis CX That Sings: An Introduction to Customer Journey Mapping by : Jennifer L. Clinehens
Download or read book CX That Sings: An Introduction to Customer Journey Mapping written by Jennifer L. Clinehens and published by Jennifer Clinehens. This book was released on 2019-01-15 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis UX Customer Journey Map by : Character Designs
Download or read book UX Customer Journey Map written by Character Designs and published by . This book was released on 2019-07-08 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: A journey map is a visualization of the process that a person goes through in order to accomplish a goal. User journey map is a visualization of an individual's relationships with a product/brand over time and across different channels. And with this notebook you will be able to plan a proper journey mapping and improve your product or services user experience design.Hand drawn user experience design journey mapping notebook with one unique design repeated on 120 pages.Specifications: - White paper- 120 Pages- Matte paperback cover- Size at 8.5 x 11 in / 21.59 x 27.94 c
Book Synopsis CX That Sings by : Jennifer Clinehens
Download or read book CX That Sings written by Jennifer Clinehens and published by Independently Published. This book was released on 2019-09-12 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you know what makes your customers tick? This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book, the author explains how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists, and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization. NEW TO THE SECOND EDITION 1. Bonus Customer Journeys Examples 2. Bonus Persona Examples 3. Even more bonus content including, "The Ultimate Guide to Running a Brainstorming Session That Works", and "How Amazon Uses Psychology in their CX to Drive Sales" CX That Sings is divided into three parts: 1. Understanding the Customer Journey Map 2. Building and Using Your Customer Journey Map 3. Examples, References, and Bonus Information Table of Contents: 1. The Customer Empathy Gap: Why Customer Journey Maps are so valuable 2. The Basics: What makes a killer Customer Journey Map 3. Marketing Personas: Your Journey Map's North Star 4. Think, Do, Stop: The brain of your Customer Journey Map 5. The Emotional Journey: The heart of your Journey Map 6. Introduction to the Process of Building a Customer Journey Map (with step by step use case) 7. Step 1 - Research 8. Step 2 - Define your Persona 9. Step 3 - Populate the Think, Do, Stop Model 10. Step 4 - Create a Hypothesis Map, Stress Test, and Design Your Map 11. Step 5 - Identify opportunities based on your research Bonus 1 (NEW): Journey Map Example #1 - Fast Food Customer Journey Bonus 2 (NEW): Journey Map Example #2 - Rail Tickets Booking Customer Journey Bonus 3 (NEW): Journey Map Example #3 - eCommerce Athletic Shoe Journey Bonus 4 (NEW): Persona Example #1 - The Palmer Family Bonus 5 (NEW): Persona Example #1 - The Palmer Family Bonus 6 (NEW): Persona Example #2 - Katie Voase Bonus 7 (NEW): Persona Example #3 - Sam Carter Bonus 8 (NEW): Persona Example #1 - The Palmer Family Bonus 9 (NEW): The Ultimate Guide to Running a Brainstorming Session That Works Bonus 10 (NEW): Three Critical Checklists for Customer Journey Mapping Bonus 11 (NEW): Avoid These 7 Decision Traps by Thinking Like a Scientist Bonus 12 (NEW): The Psychology of an Unforgettable Customer Experience Bonus 13 (NEW): Why Simplicity is the Key to Winning Customers Bonus 14 (NEW): Why Personalizing Your Customer Experience Will Make it Irresistible to Customers Bonus 15 (NEW): Customer Experience Case Study - Amazon Bonus 16 (NEW): Customer Experience Case Study - Starbucks Who will benefit from "CX That Sings"? Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience.
Book Synopsis Creating a CX That Sings by : Jennifer Clinehens
Download or read book Creating a CX That Sings written by Jennifer Clinehens and published by Independently Published. This book was released on 2019-01-18 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book the author explains, in actionable detail, how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization.Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience. A CX That Sings is divided into the following sections: 1. The Journey Mapping Toolkit: Best practice, examples of customer journey maps, templates, and checklists to help you get from zero to completed map with as little pain as possible. 2. The process of creating a Customer Journey Map: From the initial discovery workshop to final visualization and validation, you'll be guided through best practice examples, checklists, case studies, and common mistakes in experience mapping. Includes a section on common mental biases, working cross-functionally, and using the Journey Map to sell-in the right next steps (if you're an agency), or get support for these projects from others in your organization (if you're a product manager, brand manager, or marketing director). 3. The application of Customer Journey Maps: Learn how to use this as a jumping off point to develop additional opportunities, solutions, product and experience innovations, and build relationships that get CX initiatives funded, tested, completed, and measured.
Book Synopsis User Experience Mapping by : Peter W. Szabo
Download or read book User Experience Mapping written by Peter W. Szabo and published by Packt Publishing Ltd. This book was released on 2017-05-26 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand your users, gain strategic insights, and make your product development more efficient with user experience mapping About This Book Detailed guidance on the major types of User Experience Maps. Learn to gain strategic insights and improve communication with stakeholders. Get an idea on creating wireflows, mental model maps, ecosystem maps and solution maps Who This Book Is For This book is for Product Manager, Service Managers and Designers who are keen on learning the user experience mapping techniques. What You Will Learn Create and understand all common user experience map types. Use lab or remote user research to create maps and understand users better. Design behavioral change and represent it visually. Create 4D user experience maps, the “ultimate UX deliverable”. Capture many levels of interaction in a holistic view. Use experience mapping in an agile team, and learn how maps help in communicating within the team and with stakeholders. Become more user focused and help your organisation become user-centric. In Detail Do you want to create better products and innovative solutions? User Experience Maps will help you understand users, gain strategic insights and improve communication with stakeholders. Maps can also champion user-centricity within the organisation. Two advanced mapping techniques will be revealed for the first time in print, the behavioural change map and the 4D UX map. You will also explore user story maps, task models and journey maps. You will create wireflows, mental model maps, ecosystem maps and solution maps. In this book, the author will show you how to use insights from real users to create and improve your maps and your product. The book describes each major User Experience map type in detail. Starting with simple techniques based on sticky notes moving to more complex map types. In each chapter, you will solve a real-world problem with a map. The book contains detailed, beginner level tutorials on creating maps using different software products, including Adobe Illustrator, Balsamiq Mockups, Axure RP or Microsoft Word. Even if you don't have access to any of those, each map type can also be drawn with pen and paper. Beyond creating maps, the book will also showcase communication techniques and workshop ideas. Although the book is not intended to be a comprehensive guide to modern user experience or product management, its novel ideas can help you create better solutions. You will also learn about the Kaizen-UX management framework, developed by the author, now used by many agencies and in-house UX teams in Europe and beyond. Buying this map will give you hundreds of hours worth of user experience knowledge, from one of the world's leading UX consultants. It will change your users' world for the better. If you are still not convinced, we have hidden some cat drawings in it, just in case. Style and approach An easy to understand guide, filled with real world use cases on how to plan, prioritize and visualize your project on customer experience
Book Synopsis How Hard Is It to Be Your Customer? by : JIM. TINCHER
Download or read book How Hard Is It to Be Your Customer? written by JIM. TINCHER and published by . This book was released on 2022-05-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to Create Journey Maps that actually GET ResultsTop business leaders know that in order to deliver the best customer experience, they must learn as much as possible about their customers. Many understand the learning process often starts with creating a customer journey map to understand how customers interact with their business. However, the tough reality remains-nearly two out of three journey maps fail to drive customer-focused change. First published in 2019, before the COVID pandemic so quickly changed the way researchers gathered data and businesses interacted with customers, this book has become one of the top-selling books on the subject of journey mapping, It has already helped thousands of CX research professionals and business leaders plan and execute successful journey mapping initiatives and avoid the pitfalls that doom so many others. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, this book guides you through the process of creating and using journey maps. This updated edition came about because of the changes created by the pandemic and the skyrocketing use of journey mapping software it helped bring about. Now with an added chapter that focuses on journey mapping software tools, and the ability to create living journey maps, this enhanced edition of How Hard Is It to Be Your Customer? will help you better understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.
Book Synopsis The utilization of customer journey mapping in the automotive industry by : Tobias Staudt
Download or read book The utilization of customer journey mapping in the automotive industry written by Tobias Staudt and published by GRIN Verlag. This book was released on 2014-11-24 with total page 27 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,2, Leipzig Graduate School of Management, course: Service Retail and Marketing, language: English, abstract: Commoditized products and volatile market environments frame the setting that companies are facing today. Thereby, the importance of differentiation as key to company’s growth is more relevant than ever. It is widely assumed that differentiation often refers to products or market positions. However, more recently, the concept of Experience Based Differentiation (EBD) emerged as an idea for companies to build sustainable relations and loyalty by delivering a superior, differentiated experience to customers. Managers have become increasingly aware that customers are their most valuable assets. However, pure Customer Relationship Management (CRM) is not sufficient anymore. Thus, Customer Experience Management (CEM) takes CRM to the next level by integrating customer experience (CEx) and emotions during interactions into consideration (Fatma 2014). Tracing the considerably increasing number of customer touch points and derive so called customer journey maps, helps companies to understand the broader reasons of performance gaps and thus address root causes. A recent study by McKinsey & Company (2013) revealed that companies that are able to map and optimize relevant customer journeys reinforce superior CEx, reduce churn and increase revenue, and, as a result, built sustainable relationships. In addition, greater employee satisfaction and an increased effectiveness of cross-functional collaborations have been observed. However, most companies fail to strategically align and manage the CEx across all touch points and miss a great opportunity to differentiate. This gives relevance to a study on the potential of Customer Journey Mapping (CJM), as a way for the marketing management to understand CEx during all interactions. In the process of the present work, the concepts of Customer Experience (CEx), Customer Experience Management (CEM), Customer Journeys (CJ), as well as Customer Journey Mapping (CJM) are important. Therefore, the basic idea of these concepts will be characterized and explained in this sub-chapter. The terms CEx and CEM have been introduced to the marketing management several years ago and have its roots in the concepts of service quality and customer service, which evolved during the eighties and nineties (Drotskiie, 2009, p. 363). Today, a common understanding of the frequently cited concept of CEx is “the user’s interpretation of his or her total interaction
Book Synopsis Mapping Experiences by : Jim Kalbach
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.
Book Synopsis Customer Journey Mapping: Understanding the Path to Purchase by : Mayfair Digital Agency
Download or read book Customer Journey Mapping: Understanding the Path to Purchase written by Mayfair Digital Agency and published by Mayfair Digital Agency. This book was released on 2022-02-25 with total page 9 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Journey Mapping: Understanding the Path to Purchase" is a comprehensive guide that delves into the process of mapping and analyzing the various stages a customer goes through before making a purchase. The book aims to help businesses gain invaluable insights into their customers' decision-making journey, from initial awareness to final purchase. By employing this technique, companies can identify key touchpoints, pain points, and opportunities for enhancing the overall customer experience. The book provides practical methodologies and tools to create effective customer journey maps, enabling businesses to align their strategies and offerings with customer needs. Ultimately, by grasping the intricacies of the customer's path to purchase, organizations can foster stronger customer relationships, boost customer satisfaction, and achieve greater success in the marketplace.
Book Synopsis The User's Journey by : Donna Lichaw
Download or read book The User's Journey written by Donna Lichaw and published by Rosenfeld Media. This book was released on 2016-03-22 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis The Art of Crafting User Stories by : Christopher Lee
Download or read book The Art of Crafting User Stories written by Christopher Lee and published by Packt Publishing Ltd. This book was released on 2023-08-11 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Proven techniques, best practices, and tips for writing effective user stories, leveraging user story mapping, and expert interviews to deliver high value to users Purchase of the print or Kindle book includes a free PDF eBook Key Features Learn how to write and implement effective user stories to improve product development Discover techniques to gather requirements, prioritize, and refine user stories Handle stakeholder expectations, communicate user stories, and incorporate user feedback Book DescriptionThe Art of Crafting User Stories is a must-read for product managers, UX professionals, and product developers dedicated to creating meaningful digital experiences. This book provides a comprehensive, step-by-step approach to empower you to master the techniques for creating user stories that drive effective product development. This book takes you on a journey from identifying and capturing user needs, goals, and perspectives through user stories, to crafting impactful stories for design choices and organizing tasks efficiently. You’ll learn how to define the problem area, recognize user personas, and develop user scenarios with the aid of real-world examples, practical tips, and exercises designed to help you develop your skills in crafting user-centered experiences. Moreover, you’ll gain a thorough understanding of user stories, their role in Agile development, and how to use them to plan and manage products effectively. By the end of this book, you’ll be able to improve the quality and efficiency of your own products by applying the hands-on practical skills to create compelling digital experiences that resonate with users and stay relevant in the market.What you will learn Leverage user personas in product development for prioritizing features and guiding design decisions Communicate with stakeholders to gather accurate information for writing user stories Avoid common mistakes by implementing best practices for user story development Estimate the time and resources required for each user story and incorporate estimates into the product plan Apply product frameworks and techniques for user story prioritization and requirement elicitation Benefit from the experiences, insights, and practices of experts in the field of user story mapping Who this book is forIf you're interested in learning about user stories, as a product management method in Agile development, this book is for you. It's suitable for anyone involved in software development, including product managers, product owners, Agile coaches, designers, product analysts, and developers. Although prior experience with Agile development is not expected, a basic understanding of software development will be beneficial.
Book Synopsis Handbook of Research on Digital-Based Assessment and Innovative Practices in Education by : Keengwe, Jared
Download or read book Handbook of Research on Digital-Based Assessment and Innovative Practices in Education written by Keengwe, Jared and published by IGI Global. This book was released on 2022-05-06 with total page 474 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even though digital technologies are ubiquitous in education, assessment methods continue to employ traditional assessments even though they are inadequate to provide information about a student's reasoning and conceptual understanding. Digital-based assessment models allow students to demonstrate higher-order skills while integrating digital technologies as a powerful teaching tool. Digital technologies can support inquiry-based learning that is essential to developing a deep conceptual understanding of the content. The Handbook of Research on Digital-Based Assessment and Innovative Practices in Education identifies digital tools and applications for effective assessment of learning, shares various models of digital-based assessment in education, and considers best pedagogical practices for assessment in education. Covering a range of topics such as formative assessments, design thinking, virtual reality, and equity, this major reference work is crucial for educational technologists, instructional designers, policymakers, administrators, faculty, researchers, academicians, scholars, practitioners, instructors, and students.
Book Synopsis Design, User Experience, and Usability: Design for Emotion, Well-being and Health, Learning, and Culture by : Marcelo M. Soares
Download or read book Design, User Experience, and Usability: Design for Emotion, Well-being and Health, Learning, and Culture written by Marcelo M. Soares and published by Springer Nature. This book was released on 2022-06-16 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the 11th International Conference on Design, User Experience, and Usability, DUXU 2022, held as part of the 23rd International Conference, HCI International 2022, which was held virtually in June/July 2022. The total of 1271 papers and 275 posters included in the HCII 2022 proceedings was carefully reviewed and selected from 5487 submissions. The DUXU 2022 proceedings comprise three volumes; they were organized in the following topical sections: Part I: Processes, Methods, and Tools for UX Design and Evaluation; User Requirements, Preferences, and UX Influential Factors; Usability, Acceptance, and User Experience Assessment. Part II: Emotion, Motivation, and Persuasion Design; Design for Well-being and Health.- Learning Experience Design; Globalization, Localization, and Culture Issues. Part III: Design Thinking and Philosophy; DUXU Case Studies; Design and User Experience in Emerging Technologies.
Book Synopsis Design, User Experience, and Usability: Design Philosophy, Methods, and Tools by : Aaron Marcus
Download or read book Design, User Experience, and Usability: Design Philosophy, Methods, and Tools written by Aaron Marcus and published by Springer. This book was released on 2013-07-03 with total page 646 pages. Available in PDF, EPUB and Kindle. Book excerpt: The four-volume set LNCS 8012, 8013, 8014 and 8015 constitutes the proceedings of the Second International Conference on Design, User Experience, and Usability, DUXU 2013, held as part of the 15th International Conference on Human-Computer Interaction, HCII 2013, held in Las Vegas, USA in July 2013, jointly with 12 other thematically similar conferences. The total of 1666 papers and 303 posters presented at the HCII 2013 conferences was carefully reviewed and selected from 5210 submissions. These papers address the latest research and development efforts and highlight the human aspects of design and use of computing systems. The papers accepted for presentation thoroughly cover the entire field of Human-Computer Interaction, addressing major advances in knowledge and effective use of computers in a variety of application areas. The total of 282 contributions included in the DUXU proceedings were carefully reviewed and selected for inclusion in this four-volume set. The 67 papers included in this volume are organized in topical sections on design philosophy, usability methods and tools, and design processes, methods and tools.
Book Synopsis Designing the Digital Experience by : David Lee King
Download or read book Designing the Digital Experience written by David Lee King and published by Information Today, Inc.. This book was released on 2008 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written for creative, tech-savvy, and business-minded individuals who want to increase the accessibility of their websites, this sensible guidebook explains the concepts behind designing experiences on the internet. From helping customers quickly find information and make their purchases to clearly communicating needs and interests, this resource will not only develop consumer loyalty but will encourage them to spread the word about the sites they frequent. Focusing on the three key areas of structure, community, and customers, designers will enable clients to focus on their own goals rather than on difficulties in navigating. Also included are tips on how to generate conversations with blogs, wikis, and podcasting to create a personal touch.
