• Our Guide to Experience Mapping

    We’ve been doing experience mapping in our practice for several years now. Why? Customers are increasingly choosing products and services based on the quality of the experiences they have with them. These experiences often break down when they span multiple channels. As a result, organizations need a holistic, human-centered view of the experiences they create. In short, they need a map.

    Through trial and error, we’ve refined our approach while helping organizations to identify new strategic opportunities and incite coordinated cross-functional action. We have shared insights on this blog. We have presented our evolving point of view at conferences and taught hundreds of practitioners in workshops around the world. Along the way, the design and business communities have asked us for more insights on the why, what, and how of experience mapping.

    Off we go.

    Today, we’re releasing our Guide to Experience Mapping. For free.

    In the guide, we provide a succinct overview of the process of mapping experiences in collaboration with your organization. Why collaborative? We firmly believe that the activity of mapping, not the artifact of the map, is the crucial ingredient to ensure that a better understanding of your customers will lead to change. We think you will learn to agree.

    ideas_mappingguide

    Off you go.

    Adaptive Path’s Guide to Experience Mapping will give you the basic building blocks to start learning through use. Once you do put the method in action, we would love to hear how you have customized this approach to your needs. We hope the guide helps you map the path to creating great human experiences for your customers.

    There are 3 thoughts on this idea

    1. Francesca

      Hello,
      I think experience map is the definitive tool for mapping the overall customer experience. However I experience some problems due to the meaning of touchpoint. Many customer (but also Forrester Research) use touchpoint as a synonymous of “channel”.

      How would you suggest to solve this communication gap?

      Ciao
      Francesca

    2. Alan

      The ‘more’ link on p.16 has an over abundance of ‘http’s (to the tune of 1.)

      That niggle aside, I really like it – great job!

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