Reports are … fine, but sometimes you just want to look at a picture.
That’s the idea behind Jim Kalbach’s new O’Reilly book, Mapping Experiences: From Insight to Action. Customer experience matters, he says, and it’s sometimes best understood through diagramming and visualizations.
Kalbach will be speaking tonight at the Brooklyn UX Meetup from 6-8 p.m. at Local 61, in Cobble Hill.
“Visualizations are a key tool that help organizations organize and make sense of customer insight,” according to the event. “Once completed, diagrams such as service blueprints and experience maps help change the company perspective from inside-out to outside-in.”
Kalbach is the head of customer success at the design firm MURAL and, in addition to Mapping Experiences, he wrote Designing Web Navigation, also published by O’Reilly, in 2007.
http://www.meetup.com/Brooklyn-UX/events/232443130/?mc_cid=b2251e1560&mc_eid=2f00249fcd
