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  • 1
    Online Resource
    Online Resource
    Mapowanie wrażeń : kreowanie wartości przy pomocy ścieżek klienta, schematów usług i diagramów (2022)
    Gliwice : Helion
    Details
    ISBN: 9788328385733 , 8328385732
    Language: Polish
    Pages: 1 online resource (398 pages) , illustrations
    Edition: Wydanie II.
    Uniform Title: Mapping experiences
    DDC: 658.81/2
    Keywords: Information visualization ; Consumer satisfaction ; Consumer satisfaction Evaluation ; Consumer satisfaction ; Consumer satisfaction ; Evaluation ; Information visualization
    Abstract: Rozczarowany klient, który doświadczył negatywnych wrażeń podczas korzystania z produktu, następnym razem wybierze inną ofertę. To zrozumiała reakcja. Z punktu widzenia dostawcy produktu istotniejsze są przyczyny tych negatywnych wrażeń. Okazuje się, że problem ten często wymyka się świadomości osób odpowiedzialnych za produkt. Tymczasem uchwycenie wrażeń klientów za pomocą ich zarejestrowanych zachowań może się stać podstawą do zaplanowania i przeprowadzenia konkretnych zmian - takich, które pozwolą przy zachowaniu celów biznesowych spełnić oczekiwania klientów co do oferowanych produktów czy usług. To kolejne, zaktualizowane i uzupełnione wydanie znakomitego przewodnika po mapowaniu wrażeń użytkownika. W praktyczny sposób pokazano tu szereg technik i narzędzi, dzięki którym można łatwo zwizualizować aktualne wrażenia klientów, by na tej bazie zaproponować udoskonalenia produktów. Zaprezentowano podstawy koncepcji mapowania i diagramów synchronizacji. Opisano, w jaki sposób przeprowadzić cały proces mapowania, co ułatwia zidentyfikowanie obecnych wrażeń użytkowników. Sporo miejsca poświęcono szczegółowemu omówieniu wybranych rodzajów diagramów, takich jak schemat usługi, mapa ściezek klienta, mapa wrażeń czy mapa ekosystemu - relatywnie nowe narzędzie, które pozwala na wizualizację rozległych systemów elementów i łączących je zależności.
    Note: Includes bibliographical references and index
    URL: lizenzpflichtig
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    Online Resource
    MPI Ethno. Forsch.
  • 2
    Online Resource
    Online Resource
    Designing for discovery : faceted navigation (2014)
    [Place of publication not identified] : O'Reilly
    Details
    ISBN: 9781491915370
    Language: English
    Pages: 1 online resource (1 streaming video file (3 hr., 29 min., 29 sec.)) , digital, sound, color.
    Keywords: Web site development ; Web sites ; Design ; World Wide Web ; User interfaces (Computer systems) ; Internet searching ; Electronic videos ; local
    Abstract: "This hands-on video workshop shows you how to design faceted navigation, a powerful system that enables users to narrow their search results with filters. Host Jim Kalbach, Principal UX Designer with Citrix, also shows you how to design facets directly into your navigation, so that users can browse by facets before they even start to search. Faceted navigation improves the discoverability of your content dramatically throughout the entire user experience--but its design is more intricate than many people assume. You'll learn how to deal with many hidden challenges, such as displaying large amounts of metadata, determining where and how you should display filters, and creating simple interactions that average users will understand. Through exercises, examples (good and bad), and a clear, structured framework for understanding individual components, you'll learn how to include facets in your UI design, whether it's for desktop, mobile, or both."--Resource description page.
    Note: Title from title screen (viewed December 16, 2014)
    URL: lizenzpflichtig
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    MPI Ethno. Forsch.
  • 3
    Online Resource
    Online Resource
    Rapid techniques for mapping experiences (2016)
    Sebastopol, CA : O'Reilly Media
    Details
    Language: English
    Pages: 1 online resource (1 volume) , illustrations
    Edition: First edition.
    Keywords: Information visualization ; Consumer satisfaction ; Consumer satisfaction ; Evaluation ; Electronic books ; Electronic books ; local
    Abstract: If you want to create solutions that really provide value, the first step is to understand your customer's experience. Mapping those experiences is the best way to accomplish that, but while many assume that mapping requires heavy upfront research and hi-fidelity visualizations, that need not be the case. In this report, author Jim Kalbach explains how teams in your organization can co-create these diagrams in only a couple of weeks. Product and brand managers, marketing specialists, and business owners will learn the importance of mapping, along with general processes for creating customer experience diagrams. Whether you know these diagrams as customer journey maps, experience maps, service blueprints, or something else entirely, this report provides specific techniques for accelerating each stage of map creation. You'll learn how to: Initiate: define the scope, focus, and structure of your project, as well as how you intend to use the map Investigate: learn rapid techniques for conducting the internal and external research you need to create your diagram Illustrate: help others visualize the experience and find a common understanding Align: use workshops to evaluate the mapping effort and produce actionable ideas
    Note: Includes bibliographical references. - Description based on online resource; title from title page (Safari, viewed January 3, 2019)
    URL: https://learning.oreilly.com/library/view/-/9781492049159/?ar
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    MPI Ethno. Forsch.
  • 4
    Online Resource
    Online Resource
    Mapping experiences : a guide to creating value through journeys, blueprints, and diagrams (2016)
    Sebastopol, CA : O'Reilly Media
    Details
    Language: English
    Pages: 1 online resource (1 volume) , illustrations
    Edition: First edition.
    Keywords: Information visualization ; Electronic books ; Electronic books ; local
    Abstract: Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it's worse when people inside these companies can't pinpoint the problem because they're too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you're armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models
    Note: Includes bibliographical references and index. - Description based on online resource; title from title page (Safari, viewed May 23, 2016)
    URL: https://learning.oreilly.com/library/view/-/9781491923528/?ar
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    MPI Ethno. Forsch.
  • 5
    Online Resource
    Online Resource
    Mapping the user experience (2014)
    [Place of publication not identified] : O'Reilly Media
    Details
    ISBN: 9781491915356 , 1491915358
    Language: English
    Pages: 1 online resource (1 streaming video file (3 hr., 12 min., 10 sec.)) , digital, sound, color.
    Keywords: Product design ; Technological innovations ; Application software ; Development ; Web sites ; Design ; Electronic videos ; local
    Abstract: "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 video workshop shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design. Host Jim Kalback, 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."--Resource description page.
    Note: Title from title screen (viewed December 18, 2014). - Date of publication taken from resource description page
    URL: lizenzpflichtig
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    MPI Ethno. Forsch.
  • 6
    Online Resource
    Online Resource
    Mapowanie wrażeń (2017)
    [Erscheinungsort nicht ermittelbar] : Helion | Boston, MA : Safari
    Details
    Language: English , Polish
    Pages: 1 online resource (376 pages)
    Edition: 1st edition
    Keywords: Electronic books ; local
    Abstract: Skupienie się organizacji na wewnętrznych procesach biznesowych może pomóc w uzyskaniu płynnej współpracy między poszczególnymi jej działami. Jeśli jednak mimo osiągnięcia takiej płynności klienci wciąż odczuwają frustrację i niezadowolenie z otrzymanego produktu czy usługi, oznacza to, że pojawił się poważny problem. Aby go rozwiązać, trzeba zmodyfikować sposób działania firmy, tak aby możliwe stało się spełnienie oczekiwań jej klientów. Diagramy synchronizacji i mapowanie wrażeń są doskonałą drogą do zdobycia wiedzy, co w tym celu należy zrobić. Niniejsza książka jest wnikliwym i praktycznym podręcznikiem projektowania wrażeń użytkownika. Będzie niezastąpionym poradnikiem dla każdego, kto chce w swojej firmie uzyskać synchronizację świadomości organizacji z faktycznymi doświadczeniami jej klientów. Pokazano tu, jak oceniać swoją pozycję sprzedażową, jak osiągnąć synchronizację zespołów i poziomów organizacji, i wreszcie, jak posłużyć się wizualizacjami jako wspólnymi ramami odniesienia. Przedstawiono diagramy, które stanowią doskonały sposób wizualizowania wrażeń klientów. Dzięki opisanym tu narzędziom zaproponowanie udoskonaleń w działaniu firmy przyjdzie o wiele łatwiej. Najważniejsze zagadnienia omówione w książce: korzyści z mapowania wrażeń dla strategicznego zarządzania firmą koncepcje leżące u podstaw diagramów synchronizacji i mapowania wrażeń etapy iteracyjnego mapowania wrażeń i wykorzystywanie diagramów praktyczne przykłady zastosowania diagramów synchronizacji różne rodzaje diagramów i ich wykorzystanie Mapowanie wrażeń - z tego korzystają skuteczni szefowie i właściciele firm!
    Note: Online resource; Title from title page (viewed February 20, 2017) , Mode of access: World Wide Web.
    URL: lizenzpflichtig
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  • 7
    Online Resource
    Online Resource
    Mapping Experiences, 2nd Edition (2020)
    [Erscheinungsort nicht ermittelbar] : O'Reilly Media, Inc. | Boston, MA : Safari
    Details
    Language: English
    Pages: 1 online resource (400 pages)
    Edition: 2nd edition
    Keywords: Electronic books ; local
    Abstract: Customers who have inconsistent experiences with products and services are understandably frustrated. But it’s worse for organizations that can’t pinpoint these problems because they’re too focused on their own processes. This updated edition shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. You’ll learn how this unique tool helps you visually map existing experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming can help determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Examine recent changes in business—including the experience economy and trends like employee experience—along with the latest mapping techniques Learn how to create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable (a map) to one of actionability Explore the possibilities of applying mapping of all kinds to noncommercial settings, from fighting violent extremism to helping victims of domestic violence to confronting homelessness and more. Mapping experiences isn’t just about product and service design; it’s about understanding the human condition.
    Note: Online resource; Title from title page (viewed November 25, 2020) , Mode of access: World Wide Web.
    URL: lizenzpflichtig
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  • 8
    Online Resource
    Online Resource
    マッピングエクスペリエンス ―カスタマージャーニー、サービスブループリント、その他ダイアグラムから価値を創る (2018)
    [Erscheinungsort nicht ermittelbar] : O'Reilly Japan, Inc. | Boston, MA : Safari
    Details
    ISBN: 9784873118000
    Language: English , Japanese
    Pages: 1 online resource (370 pages)
    Edition: 1st edition
    Keywords: Electronic books ; local
    Abstract: 顧客は様々な体験を判断材料として製品やサービスを選びますが、一貫性がなく、場当たり的な対応は顧客体験を損う恐れがあります。それを避けるには組織内の部門間で連携が取れている必要があり、マップなどのダイアグラムが役に立ちます。本書はマップを作ることで顧客体験上の課題を可視化し、部門間の連携を促進させる方法を解説します。タッチポイントを通じてユーザ体験とビジネスプロセスを結びつけるマッピングについて解説する本書は、製品やサービスのプランニング、デザイン、開発に関わるすべての人に必携の一冊です。
    Note: Online resource; Title from title page (viewed January 25, 2018) , Mode of access: World Wide Web.
    URL: lizenzpflichtig
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  • 9
    Online Resource
    Online Resource
    Meet the Expert : Jim Kalbach on New Directions in Mapping Experiences (2021)
    [Erscheinungsort nicht ermittelbar] : O'Reilly Media, Inc. | Boston, MA : Safari
    Details
    Language: English
    Pages: 1 online resource (1 video file, approximately 1 hr., 0 min.)
    Edition: 1st edition
    Keywords: Electronic videos ; local
    Abstract: Over the past decade, mapping experiences—a design and marketing technique that attempts to capture an experience in a diagram—has entered the mainstream. Stakeholders are now asking for things like customer journey maps by name, even if they don’t know exactly what they’re requesting. To keep up with demand, the field, along with associated areas such as experience design, service design, and customer experience management, is maturing quickly, bringing with it a number of necessary changes. Join us for this edition of Meet the Expert with Jim Kalbach. You’ll get an overview of experience mapping fundamentals and explore five trends shaping the field today: facilitation as a core part of mapping, increased focus on multichannel experiences, the rise of mapping as a management activity, the inclusion of employee experience, and the application of experience mapping outside of commercial settings. What you’ll learn and how you can apply it By the end of this live show, you’ll better understand: Core concepts in mapping experiences Key trends and changes to the field The future outlook and where the field might be heading This course is for you because… You want to learn about the fundamental shifts that are transforming the business landscape and customer needs. You want to stay current in new skills related to customer journey mapping, service blueprinting, and similar techniques. Recommended follow-up: Read Mapping Experiences , second edition (book), especially chapter 11, “ Customer Journey Maps ” Read Rapid Techniques for Mapping Experiences (report)
    Note: Online resource; Title from title screen (viewed June 2, 2021) , Mode of access: World Wide Web.
    URL: lizenzpflichtig
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  • 10
    Online Resource
    Online Resource
    Collaborative intelligence : the new way to bring out the genius, fun, and productivity in any team (2023)
    Hoboken, New Jersey : Wiley
    Details
    ISBN: 1119896541 , 9781119896555 , 111989655X , 9781119896548 , 9781119896036
    Language: English
    Pages: 1 online resource
    Parallel Title: Erscheint auch als
    DDC: 658.4/022
    Keywords: Teams in the workplace ; Group problem solving ; Group problem solving ; Teams in the workplace
    Abstract: "Collaborative Intelligence gives distributed, co-located, and hybrid teams the guided visual collaboration tools they need to create imaginative new solutions to hard problems and innovate faster. It will provide proven, repeatable playbooks that lead to creatively productive, incredible outcomes. Part 1 of the book build understanding of visual methodologies and build skills for readers to facilitate visual collaboration in teams. Readers will learn how to become "imagination workers," an extension of the knowledge worker who shifts non-imaginative work to technology and is valued for creativity, teamwork, and curiosity. Part 2 explains how to put it into practice. Unlike books like Testing Business Ideas and Gamestorming, it won't focus on individual exercises, but rather recipes of activities and rituals teams can put into practice. It will include instructions and guidance, as well as links to proprietary canvases and resources that readers can use immediately."--
    Note: Description based on print version record and CIP data provided by publisher; resource not viewed
    URL: lizenzpflichtig
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