Discuss "Mapping Experiences" by James Kalbach

We're reading, “Mapping Experiences” by James Kalbach.

https://www.seattletechnicalbooks.com/book/9781491923535

-This is a traditional book club style meeting where we chat about the book as a group (not an author event or presentation). Feel free to join even if you don't get a chance to read the book!

If you want to read ahead, here are the upcoming books:

July - "The User Experience Team of One" by Leah Buley
August - "Conversational Design" by Erika Hall
September - "Rocket Surgery Made Easy" by Steve Krug

I'll probably have to wind down the book club when I go back to school after September, but if anyone would be interested in taking over hosting or joint hosting, let me know.

Here's the description for “Mapping Experiences”:

"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.”