Mapping Experiences
A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams
Make the whole customer experience visible so teams can fix it.
A comprehensive reference for diagramming the experiences people have with an organization, covering customer journey maps, service blueprints, mental model diagrams, and more. Kalbach shows how to align teams around the customer through shared visual artifacts. It pairs methodology with real case studies and templates.
Founders scaling a product need a shared picture of the end-to-end customer experience to find friction and opportunity. Mapping experiences turns scattered intuition into an artifact a whole team can act on.
Sign in to mark this read or add it to your want-to-read list.
Questions, answered
What is Mapping Experiences about?
Founders scaling a product need a shared picture of the end-to-end customer experience to find friction and opportunity. Mapping experiences turns scattered intuition into an artifact a whole team can act on.
Where can I find books founders recommend?
The eChai founder bookshelf ranks the books founders in the network recommend to each other.
