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Computer architecture. Operating systems --- webdesign --- design --- grafische vormgeving --- nieuwe media --- webnavigatie --- websites --- internet --- 766.02 --- departement Beeldende Kunst 09 --- Internet searching --- User interfaces (Computer systems) --- Web site development --- Web sites --- World Wide Web --- W3 (World Wide Web) --- Web (World Wide Web) --- World Wide Web (Information retrieval system) --- WWW (World Wide Web) --- Hypertext systems --- Multimedia systems --- Internet --- Microformats --- Development of Web sites --- Internet programming --- Interfaces, User (Computer systems) --- Human-machine systems --- Human-computer interaction --- Searching the Internet --- Web searching --- World Wide Web searching --- Electronic information resource searching --- Design --- Authorship --- Development --- #SBIB:309H1720 --- Informatiekunde, informatie management
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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 practical book shows you how. Using various mapping techniques from UX design, you'll learn how to turn customer observations into actionable insight for product design.Author Jim Kalbach, 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. This book is ideal for product managers, marketers, customer experience professionals, and designers.
Information visualization. --- Consumer satisfaction. --- Consumer satisfaction --- Evaluation.
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This book shows 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. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability. Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence
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Long description: Mit Mapping-Techniken zu einer erfolgreichen Kundenausrichtung Für alle, die an Planung, Design und Entwicklung von Produkten und Dienstleistungen beteiligt sind wie Designer, Produktmanager, Markenmanager, Marketing-Manager, Unternehmer und Geschäftsinhaber US-Bestseller und Grundlagenwerk zu Mapping-Techniken Starker Praxisbezug durch kommentierte Beispiele, Case Studies und Praxistipps Mapping-Techniken unterstützen Unternehmen dabei, den Status quo, wichtige Zusammenhänge, aber vor allem Sicht und Bedürfnisse ihrer Kund:innen zu verstehen und zu dokumentieren. So entsteht ein teamübergreifendes Verständnis - beispielsweise auch von Multi-Channel-Plattformen oder Produkt-Ökosystemen. James Kalbach vermittelt in diesem Standardwerk die Grundlagen dieser Mapping-Techniken – z.B. welche Aspekte und Dimensionen visualisiert werden können – und beschreibt den Praxiseinsatz von Service Blueprints, Customer Journey Maps, Experience Maps, Mentalen Modellen oder Ökosystem-Modellen. Biographical note: Jim Kalbach ist Head of Customer Experience bei MURAL, einem führenden visuellen Online-Workspace für Remote-Zusammenarbeit. Er ist ein bekannter Autor, Redner und Dozent für User Experience Design, Informationsarchitektur und Strategie und hat mit Unternehmen wie eBay, Audi, Sony, Elsevier Science, LexisNexis und Citrix zusammengearbeitet. Jim ist der Autor von "Designing Web Navigation" (O'Reilly) und "The Jobs to Be Done Playbook" (Rosenfeld).
Kunden --- Produktdesign --- Visualisierung --- Design Thinking --- Product Design --- User Experience --- UX --- Alignment --- Customer Journey --- Service Blueprints
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