Mapping Experiences
A guide to alignment diagrams that connect customer journeys, service blueprints, mental models, and organizational strategy.
O'Reilly Media · 2020 · 440 pages · ISBN 9781492076629
Topics: Service Design, Design Research, Information Design
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Why it matters
Maps can be decorative deliverables or working models that align a team. Kalbach focuses on the latter, showing how diagrams connect evidence about people’s experiences to decisions about services and organizations.
Best for
Best for service designers, researchers, facilitators, and product leaders tackling journeys that cross teams and channels.
What you’ll learn
You will learn when to use journey maps, service blueprints, experience maps, mental-model diagrams, and ecosystem maps—and how to build them collaboratively.
