Mapping Experiences
A Complete Guide to Activating Customer-Centered Collaboration
$133.59
- Paperback
450 pages
- Release Date
31 August 2026
Summary
It’s not the map. It’s the mapping.
Organizations struggle to improve customer experiences when they focus on internal processes over people’s needs. Visualizing experiences helps teams gain an outside-in view of the business, but maps alone don’t provide magic answers. The real value is in mapping as a process: the conversations, analysis, and activation that turn insights into action.
This practical guide teaches teams to use alignment diagrams to drive organizational change…
Book Details
| ISBN-13: | 9798341672291 |
|---|---|
| Author: | James Kalbach |
| Publisher: | O'Reilly Media |
| Imprint: | O'Reilly Media |
| Format: | Paperback |
| Number of Pages: | 450 |
| Edition: | 3rd |
| Release Date: | 31 August 2026 |
| Dimensions: | 232mm x 178mm |
About The Author
James Kalbach
Jim Kalbach is a noted author, speaker, and instructor in innovation, design, and the future of work. He is currently Chief Evangelist at Mural, a leading online whiteboard. He previously worked in various design and innovation consulting roles for large companies, such as eBay, SONY, IBM, EY, LexisNexis, and Citrix.
Jim is the author of several books:
- Designing Web Navigation (O’Reilly, 2007)
- Mapping Experiences, 2nd Ed. (O’Reilly, 2020)
- The Jobs To Be Done Playbook (Rosenfeld, 2020)
In 2023 he co-authored Collaborative Intelligence (Wiley, 2023) with Mariano Battan. Jim is also the Co-founder and Principal at the JTBD Toolkit, an online resource with learning, training, and content.
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